HubSpot’s 10 Commandments of Customer Service covers some of the standards of good customer service, and that’s OK. But it’s not interaction thinking. If you have higher standards, if your goal is for customer service to function as a corporate asset, you need a lot more than that. The best customer service has:

1- Personalization. Take listening and paying attention up a notch by training your CSRs to pay attention to individual customers’ needs. A rushed businessman who only has 5 minutes to solve a problem should be given quick, concise answers while a confused newbie may need more gentle, patient coaching.

2- An unexpected element. The best way to get a customer to remember you is to do something they’ve never seen before.

3- Uniqueness. Do or say something that no other company could offer. Something as simple as “at HubSpot, we are always trying to improve our services, so if something is not working, we definitely want to hear about it” could change your customer’s perception of your brand.


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