How to deliver excellent customer service: five expert tips
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Key Takeaways
Excellent customer service is relationship management, not just answering questions. At Payworks, that means answering every call in under 60 seconds, maintaining a 98% client retention rate, and building long-term relationships through five core service practices. This post shares what those practices are and how to apply them.
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By definition, customer service is "the part of an organization that answers customers' questions." But we all know that the right kind of customer service goes way beyond that. And for business owners like you, it can make all the difference to your success.
What is customer service, really?
Customer service is the full set of interactions — before, during, and after a purchase — that shape how a customer feels about your business. It includes responsiveness, problem-solving, follow-through, and genuine relationship-building, not just answering inbound questions.
Why does customer service matter?
Customer service directly affects retention, referrals, and revenue. We're known for having the industry's best service with a 98% client retention rate. We provide unlimited and trained support for every one of our clients because they deserve better than waiting on hold and re-explaining their story for the umpteenth time.
We could tell you that our "secret sauce" is answering all calls in under 60 seconds (by a human, not a machine), or that we're committed to taking the time to get to know our clients and their businesses – all true! But the key ingredient to our recipe is an attitude of accountability.
What are the five tips for excellent customer service?
1. Be a good listener
"Customer experience is the feeling a customer has after they've had an interaction with your business or organization," says Jill Baczynsky, our VP, Service. "If clients don't have a good experience, it's because they don't feel heard. We want to sit and listen to our clients; we want them to feel heard."
2. Be patient and problem solve
"Customer service is not simply reacting to a client's questions," says Jill. "It's trying to anticipate and get in front of issues they might experience and to help them problem solve. That level of communication and support is what it all comes down to."
3. Take action
"A big component of customer service is doing what you say you're going to do," says Jill. "It's about holding yourself accountable to what you've promised to your client. If you say you're going to follow up — follow up. If you say you're going to escalate — escalate."
4. Be genuine
"It's important to connect when building relationships with our clients," says Jill. "To be genuine in our tone, by using the client's name, and sometimes a bit of humour, too. Basically, showing the client that they're important."
5. Support each other
"Delivering a positive customer experience through excellent customer service is among our highest values," says Jill. "And that includes our internal teams as well. The service we're able to provide and our ability to meet our client's needs is also because of the support we receive from our coworkers in other departments, and that is what sets us apart."
What should I look for in payroll customer support?
Payroll support isn't something you think about… until you need it. And when you do, it's usually urgent. Here's what to evaluate before you commit to a provider.
Does the platform offer real phone support or just email and chat?
Phone support matters in payroll because some issues, like a missed pay run, a remittance question the day before a deadline, can't wait for a ticket queue. Look for a provider that answers calls directly, during Canadian business hours, without routing you through an automated system first. Payworks answers every call in under 60 seconds, our chat function is always available, and our email inbox is wide open for those less-burning questions.
What response times should you expect?
For non-urgent questions, same-day response is a reasonable baseline. For urgent issues (missed payroll, filing errors, employee questions ahead of payday) you need to know the provider can turn things around within hours, not days. Payworks' goal is to return calls within the hour.
How do payroll providers handle urgent issues like a missed pay run?
The best providers treat urgent issues as exactly that, urgent. They have escalation paths, they communicate proactively, and they don't leave you waiting on hold when a deadline is on the line. Ask any provider you're evaluating: what happens if I call about a missed payroll at 3pm on a Friday?
How do you evaluate support quality before choosing a provider?
Ask for a demo and pay attention to how the sales rep handles your questions, that’s often a preview of what support feels like. Read reviews specifically for mentions of response time, rep knowledge, and how the provider handled something going wrong. Ask direct questions that will be decision-makers or deal-breakers for you.
What is Customer Service Week?
Customer Service Week is an international celebration held annually during the first full week of October – in 2026, that's October 5–8. It's dedicated to recognizing the people who deliver customer service and the organizations that make it a priority.
The key to excellent customer service is building a trusted relationship with your clients and not thinking of or treating them as "just a number." Customer Service Week is a good moment to reflect on how your business measures up.
Frequently asked questions
How do you measure customer service quality?
Common measures include client retention rate, average response time, customer satisfaction scores (CSAT), and net promoter score (NPS). For small businesses, repeat business and referrals are often the most meaningful indicators. Payworks tracks call answer time (under 60 seconds) and client retention (98%) as its core service benchmarks.
Why does customer support matter when choosing payroll software?
Payroll is time-sensitive and compliance-driven, errors affect people's pay and can trigger CRA penalties. When something goes wrong, you need a provider that picks up the phone, knows your account, and can resolve the issue before it becomes a bigger problem. Support quality is often the difference between a stressful payroll experience and a routine one.
Which payroll platforms are rated highest for customer support quality?
Payworks is consistently recognized for service quality, with a 98% client retention rate. When evaluating any provider, look for specific, verifiable metrics, call answer time, retention rate, and whether support is included or charged separately.
The key to excellent customer service is building a trusted relationship with your clients and not thinking of or treating them as “just a number.” To learn more, visit: https://www.payworks.ca/about-us/service-onboarding.
These articles are produced by Payworks as an information service. They are not intended to substitute professional legal, regulatory, tax, or financial advice. Readers must rely on their own advisors, as applicable, for such advice.
