To me it's underpromising and overdelivering.  At the very least do what you way you're going to do, be prompt and be excited for them.

Three words: Answer your phone!

Great customer service is doing/communicating with clients before they ask.   Showing true compassion, and honesty.

Hey Jeff ~ To me good or great customer service is a consistant process from building rapport to keeping intouch after the closing. It's listening, communicating, educating and presenting options. It's a culmination of many things done well to support the client/ customers needs and best interests. 

What Gabe said, and the beholder is the client/customer. Each has their own idea.

BTW, I like what Christina said too...

Similar to what Christina Botteri  mentioned. Many Realtors have the knowledge but not the ability to be available.

I have a Buyer who yesterday told me that when she was calling around for someone to show here a place and possibily become her Buyer Rep she called 6 people that morning.

- 1 called her three hours later.

- 1 called her that night.

- 3 returned her call 4-5 days later.

- I called her ten minutes after she called and viewed the property that afternoon.

It goes beyond that obviously but it's starting off on the right foot.

Great question Jeff.  I really learned a lot from the responses.  Great customer service to me is when the client knows that I hold their interests above all others, even my own.

Customer Service can mean many different things to each person. One might listen to see what the client feels is good customer service. A Text to young folk is great service it is not to those over the age of 50 or so for the most part. A call is much better for those folks. So who is to say really just listen and find out. 

To me I think it means the client is thrilled and tells all their friends.

It starts with good communications.

Every Realtor is different. Some have excellent customer service skills and others really shouldn't be working with people.

Customer service for me: supporting my present, future, or past client in any way I can.

Communication is important. Some agents do not return phone calls for a couple of days. It is also important not to make false promises and to always be honest and do what we promise to do and go above and beyond their expectations.

In my experience as a buyer and seller, I appreciate good communication.  And, whether it is by phone or email, please answer my questions and concerns within a day.  I am really interested in and would recommend any realtor or broker who takes the time to be interested in MY transaction with them, Jeff.

It means anticipating what needs to be done and doing it. It means keeping the client totally informed and in the know. It is asking questions and being on top of the situation. Being proactive is good customer service, being reactive is not.

Customer service is expected, it is the customer EXPERIENCE we need to focus on. What sets us apart and makes our clients go, "WOW!". For me, that is changing the smoke detector batteries when asked. It is helping fight the home warranty company 6 months after closing when they won't pay on a legitimate claim. It is going to the vacant house once a week to flush the toilets and run the water. It is cleaning up the rat droppings when the cleaning company refused to. 

We talked about this in our team meeting last week. It is Dell versus Apple. Dell gives customer service while Apple gives you an experience!

Great question.. Customer service varies with each client as they expect or demand different services or expectations.

 Provide them the task or  service they expect and/or what you 'promised' them

Good customer service is learning what it is that your client wants and needs, and then providing it!

Good customer service means doing what you're suppose to do, naturally.  Same with Great customer service, or Terrific customer service.  Just do what you're suppose to do, naturally, and everthing will be good.

I'd say listening is key .. and then finding solutions that cover my clients' needs (both long term and immediate) and wishes.  Timely performance of those things is important too.  In this day and age, the challenge to providing all these things is growing ...

Gene

I like Richard Robibero, ABR, SRS  answer.  I'm also a firm believer treat others as you would like to be treated.  Do what you say and say what you do.

I agree with Jenna Dixon Listening is key.  And if they don't get it.... then neither do you!  

I think it's funny that even other agents are upset with agents who don't answer their phone.  I'm wondering if you all use an answering service, or have assistants 24/7.  I do not answer my phone if I'm with another client.  If I'm out for more than an hour... and I see voicemails... I'll pause for a few minutes and politely excuse myself to check them.  But, I do not answer my phone while I'm in the middle of a conversation with a client.  My clients seem to appreciate this & they know I WILL call them back ASAP.  I always tell them to text me if it's urgent.  Urgent meaning can't wait an hour.

So I'm serious... maybe a great blog idea amongst agents... how do you answer the phone every time it rings?   Don't you ever go to church, go to the movies.  

An idea that someone had posted was great.  Setting expectations with the phone calls.  They would change their voicemail message every morning & set expectations on return calls.  I reall need to start doing that.  

Sorry to post a book instead of a comment :)  Great post. 

Customer service means listening to the customer and helping them reach their goal.  It is being good at communicating and staying in touch, during and after the sale.   It means they are thrilled with my work and recommends me to  their friends and family.

Customer service is all about the customer . . . and service.  I go out of my way, at least that's what my clients think.  But really . . . I'm only doing my job!

Jeff Dowler CRS this is something that can't be easily described! However, the day your client just talks about you to everyone, that's when I'd say you have provided the great service.

For me, going above and beyond their expectations. Under promise, Cver deliver.

Hi Jeff, Great Customer Service is everything already presented and  also following up and being available after the close. 

Good customer service means I have exceeded the client's expectations.. they want to write creat reviews and recommend me to their friends and family.

Good customer service is when you do the right thing in hearing what the client is saying to you and act accordingly..

Good customer service means my clients are thrilled with my performance and can't stop talking to their friends about how wonderful I am. The secret is to figure out what makes them happy and then deliver.

It means listening to the client and helping achieve their goals, not just making a sale

Good customer service to me means listening really well, giving good advice and setting up the process prior to list or showing homes. And answering your phone.

Jeff, I really don't know.  Everyone claims they have good customer service and it's always in the eye of the beholder as to what this means.

It means responding to client's needs in a timely way; anticipating client needs, and taking the time to develop a rapport with each person you deal with.

Jeff,

It means, I can't wait to refer you, and I want to tell everyone I meet about you!

"Good" customer service is mediocore.  "Great" customer service is when someone has gone above and beyond doing whatever they could to help you.  They are polite, patient and you can tell if they are smiling on the other end of the phone.