There are 4 basic characteristics that define excellent customer service. The most important is d: Empathy
Humility is also important, as it prevents customer service representatives from being arrogant or dismissive of customer concerns. Knowledge is necessary to provide accurate and helpful information to customers, and velocity is important for resolving issues quickly and efficiently.
However, empathy is the one characteristic that truly sets great customer service apart from good customer service. By being empathetic, customer service representatives can create a positive and memorable experience for customers, even when they are dealing with difficult issues.