6 Customer Service Acronyms That Hold The Secret Formula For Delivering Amazing Support (2023)

How important is it to deliver amazing customer service?

Let me throw some stats at you:

  • More than 50% of people are willing to pay extra for a better customer service experience
  • More than 30% of customers will walk away from a brand they love after a single bad experience
  • More than 65% of companies compete primarily on the basis of customer experience

And you can find a hundred more studies that demonstrate how important the customer experience is in reducing churn, creating loyal customers, and driving revenue. Yet many businesses still struggle to provide consistently good customer service and support.

Why? Because training your customer service team is a challenge, especially when you don’t have a framework (or formula) they can consistently follow.

So, if you’re one of those companies, you’ve come to the right place.

Below are six easy-to-teach formulas you can use to train your customer service team to deliver amazing support.

Plus, we included a free template (at the end of this post) you can use to create your own job aid.

Let’s get started!

L.A.S.T. stands for Listen, Apologize, Solve, and Thank.

This method works well over the phone, chat, email, and in-person customer service situations where employees can typically resolve most complaints themselves.

It works like this:


You should actively listen to each customer’s needs or complaints. And you should show your customer you’re listening by repeating their question or concern.

For example, let’s say a customer has been overcharged on their cell phone bill and calls your customer service call center. First, the representative should listen to the explanation of what’s wrong by responding with a statement like, “I understand. You have been charged an extra $50 on your bill that you aren’t normally charged.”


Once you’ve acknowledged this issue, simply verbalize your regret that it occurred. Tell your customer you’re sorry. It’s important for customers to feel as if the person they’re talking to empathizes with them.

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Continuing with the example above, after the representative has listened to the customer and acknowledged their problem they can roll right into the apology — even if they aren’t sure if the $50 is correct or not. They might say, “I’m sorry you’re having to deal with this. Let me take a look at your account now to figure out what’s going on.”


Now work to solve your customer’s problem. As a manager, you need to empower your customer service team to solve problems. Make sure they have the tools, training, and resources to solve customer issues, and if they can’t make sure they have a way of escalating the issue and setting customer expectations properly.

Back to the example, this is likely the type of issue that can be resolved in one call. The rep might find that the charge is legitimate and walk the customer through the bill. Alternatively, they might apply a credit to make the customer happy.


And finally, after every customer interaction, express gratitude. Thank the customer for their business and for bringing the issue to your attention.

To wrap up the example, they should end the call by thanking the customer, by saying something like this, “Is there anything else I can do for you? Well, thank you for calling in today, we appreciate your business.”

B.L.A.S.T. stands for Believe, Listen, Apologize, Satisfy, and Thank.

This method works like the L.A.S.T. method with a few caveats. It works well for over the phone, chat, email, and in-person customer service and with frontline employees who can’t immediately solve customer service issues on their own.

It works like this:


First, it begins with Believe rather than Listen. It’s easy for customer service reps to get jaded. Sometimes customers make things up, for example, or they might complain about things that seem to make no sense. But it’s important for your reps to know that the customer believes they have a legitimate complaint. The customer service staff must also believe that they have a duty to attend to the customer.

The rest of this method is similar to L.A.S.T.


Staff should actively listen to each customer’s needs or complaints. On top of that, they should demonstrate to the customer that they are listening by repeating the question or concern.


Once an issue is acknowledged, train staff to verbalize regret that it occurred. It’s important for customers to feel as if the person they’re speaking to truly does empathize with them about the problem.


The S in B.L.A.S.T. stands for Satisfy, which is similar to Solve. Customer service staff should figure out what they have the power to do to make the issue right with the customer. Sometimes, the customer simply wants to know that the issue will be discussed and addressed in the future.


Make sure staff express gratitude for the customer and the fact that they took the time to bring the issue to someone’s attention.

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For example, a customer shows up in the store with a damaged product. Within reason, the customer service rep needs to believe — or buy into — the fact that the product was damaged when the customer purchased it. They’ll listen to the customer’s issue and respond with something like, “I understand. The tent you purchased had a hole in it. I’m sorry you had to deal with that defect and apologize for the inconvenience.”

In this case, the customer probably wants to return for a replacement or a credit. Either way, by processing that request efficiently, the rep satisfies the customer. They can then say something along the lines of, “Thank you for bringing this to our attention. We’ll notify the manufacturer. Thanks for shopping with us, we hope you come back soon.”

L.A.A.F. stands for Listen, Apologize, Acknowledge, and Fix.

This method works well for over the phone, chat, email, and in-person customer service, especially when employees can solve most issues quickly and without having to escalate the matter to another level.

Here’s how it works:

The Listen and Apologize steps of the process work the same as they do in the L.A.S.T. and B.L.A.S.T. methods.


Staff should actively listen to each customer’s needs or complaints.


Once you have demonstrated to the customer that you understand their question or concern, you should apologize in a way that shows empathy.


Acknowledge is a step that ties into both listening and apologizing. It reaffirms that the employee has heard and understood the customer’s issue.

For example, someone might complain that they received the wrong food and state that they are going to be late for a meeting. The employee might respond with, “I’m sorry that you had to deal with this and understand you’re short on time because of it.”


Once the issue is acknowledged in this matter, customer service staff should work to fix it as they’re able.

For example, they might let the customer know that they’ll rush the right food order. Alternatively, they might refund the money or give the customer a voucher for a free meal next time — or some combination of all three. The important thing is to do what works best for the customer. For example, if they don’t have time to wait for new food, another option might be necessary.

H.E.A.R.T. stands for Hear, Empathize, Apologize, Respond, and Thank.

This method can be used in a variety of environments, but it may work best for phone and in-person customer experiences.

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It works as follows:


Train your staff to truly listen to customer complaints. Listening and hearing mean not speaking yourself, so staff may need to be patient to allow customers to finish communicating. This is true for written communication, such as chat or email, too. When digesting customer comments, concerns, or complaints, staff should direct their entire attention to the matter at hand.


Once the customer has communicated, staff should respond in an empathetic way. Starting communication with “I understand” or indicating a shared human response such as “I would also be upset if this happened to me” can help show empathy. Empathy is easier to convey in person or over the phone, so the HEART method may not be the best option for chat or email support.


Once customer service staff show they care, they should apologize that the client had to deal with this issue.


Staff should fix the issue immediately if possible. When that’s not an option, they should still offer a positive response. Options can include acknowledging the problem and promising that it will be addressed or offering to escalate the matter.


Regardless of the outcome, train staff to thank the customer for bringing the matter to someone’s attention and for being a client.

G.U.E.S.T. stands for Greet, Understand, Education, Satisfy, and Thank.

Unlike the other methods on this list, G.U.E.S.T. is a general sales and customer service methodology that can be used when serving customers throughout the buying journey. You can use it to deal with complaints, but it’s a good acronym to teach your staff to employ in any situation.

It works as follows:


Greet people as soon as they enter a store, office, or even a digital queue. You can use chatbots to greet people who come to your website.


Train staff to take time to understand a customer’s needs — whether the person is shopping, seeking information, or has a complaint that needs to be resolved.


Teach your staff the value of education and information over the hard sell — customers are more likely to purchase from someone who is genuinely trying to help them make the best decision for themselves.


Ensure your staff has the power to provide what the customer needs, whether that’s a product recommendation or a fix for a complaint.


Ensure staff always thank customers, whether it’s for shopping, purchasing, or bringing a matter to the attention of management.

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B.L.I.P.S. stands for Believe, Listen, Investigate, Present, and Satisfy.

B.L.I.P.S. is the formula we developed here at UniTel Voice. We’ve found that it takes the best elements from the above customer service acronyms and uses them in the most practical way.

Here’s how it works:


Believe your customers. Take what they’re saying as fact. Sure, a customer could be wrong or even lying, but think of your job as a problem solver instead of an interrogator.


Listen to your customers. To show your customer that you’re actively listening and fully understand their issue, repeat their concern: “I understand you’re having trouble logging into your app”.


Investigate the issue. Politely ask as many clarification questions as you need to fully understand the problem. If you need to, pull up the customer in Zoho, log in to their UniTel Voice account, or pick up the phone and call them.


Present your customer with a plan that explains how you are going to help them solve their problem.

If you can fix the problem for your customer, do it for them right then and there.

If it’s something your customer can do themselves, present them with detailed instructions and offer to walk them through each step.

If you can’t solve the customer’s problem right that minute, make sure they understand the action plan for solving their problem, explaining: why you can’t immediately solve it, who will solve it, how it will be solved, and when it will be solved.


Satisfy your customers. Make sure the customer is happy with how you addressed their issue and solved their problem. Ask: “Does that make sense?” “Did that help?” “Is there anything else I can do for you?” And, don’t forget to say thank you and ask for a review!

*FREE TEMPLATE: Here's our actual BLIPS Job Aidyou can use as a template for your own customer support team.

Wrapping It Up

As you can see, a lot of customer service comes down to listening, empathy, and plain old manners. Actively listening, apologizing when something goes wrong, and thanking customers go a long way.

Training your team to do these things consistently takes practice. Make it easier on them by adopting one of these memorable acronyms.

And over time, you’ll see your customer service team will become known for providing amazing support.

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What is the acronym for customer satisfaction? ›

CRM stands for Customer Relationship Management. CRO stands for Conversion Rate Optimization. CSAT stands for Customer Satisfaction Score. CSS stands for Customer Self-Service—in other words, customer support centered around giving the customer the information they need to solve the problem themselves.

What is the acronyms for customer experience? ›

Customer experience, or CX, is the overall perception a customer has of your brand after interacting with your business across the buyer's journey. From marketing, to sales, to customer service – CX is the sum of all touchpoints and can impact a customer's decision to return to your brand.

What is the acronym for customer service smile? ›

S-E-C, sec stands for Smile, Eye contact and Comment. Smiles are contagious when you're greeted by a smiling representative of a company that appears happy and glad to see you and you know it's your instinct to smile back. Even if you've had a crappy day and the rep does it right you will smile back.

What is the acronym guest in service recovery? ›

What is GLAD? GLAD is the acronym for guest recovery. Go to the guest: Go to the guest immediately and use eye contact. Listen to the guest: Let the guest tell you why they are upset, never interrupt them, listen to them and hear them out.

What is the acronym for excellent customer service? ›

Remember LEAST for Great Customer Service. To solve customer service challenges, remember this acronym: L.E.A.S.T – Listen, Empathize, Apologize, Solve and Thank. Listen: To show that you're actively listening to your customer, repeat their concern: “I understand the hot dogs from the warmer are overdone.”

What are the 3 C's of customer satisfaction? ›

The three Cs of customer satisfaction: Consistency, consistency, consistency. It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it's difficult to get right and requires top-leadership attention. “Sustaining an audience is hard,” Bruce Springsteen once said.

What is the heart method in customer service? ›

Service Recovery with A-HEART: Apologize, Hear and Empathize… Providing our patients and members with the best service possible is a top priority for Kaiser Permanente. It is important to acknowledge that lapses in service do happen, and even with the best of intentions, sometimes things don't go as planned.

What are the four A's of customer experience? ›

This approach is organized around the values that matter most to customers: Acceptability, Affordability, Accessibility and Awareness.

What does the acronym CRS stand for? ›

Common Reporting Standard (CRS)

WHAT ARE THE ABCS of customer service? ›

A – Arrive at work on time, prepared, and with a smile. B – Believe in the organization and the products or services you are representing. C – Choose an attitude of service. Your customers should feel that you enjoy your job.

What is the acronym of SDC *? ›

(System Development Cycle) See system development life cycle.

What is Rainbow smile? ›

Overview. Rainbow Smile is a behavioral oral health intervention designed to prevent early childhood caries (ECC) among 6-18 months old South Asian immigrant children in British Columbia. Motivational interviewing (MI) was used to positively influence good oral health behaviors among the mothers.

What are the 6 steps of service recovery? ›

The following are a few steps to help you through customer service recovery.
  • Offer a Sincere Apology.
  • Review and Understand the Complaint.
  • Fix the Issue.
  • Follow Up With the Client.
  • Document the Incident.
  • Consistently Communicate With Your Team.

What are the five A's of service recovery? ›

The five major steps to intervention are the "5 A's": Ask, Advise, Assess, Assist, and Arrange.

What are the 5 key elements of excellent customer service? ›

5 key elements of excellent customer service
  • Patience. Whether you are dealing with distressed customers or perhaps customers who are letting out their anger, it is important not to fold under the pressure. ...
  • Engage. Show an interest in your customers by engaging with them. ...
  • Knowledge. ...
  • Honesty. ...
  • Respect.

What is an acronym for Positive? ›

Pos. is the written abbreviation for positive.

What are the six key factors in customer satisfaction? ›

Factors that Influence Customer Satisfaction
  • Accessibility.
  • Empathy.
  • Language.
  • Response Time.
  • Convenience.
  • Choices.
  • Simplicity.
  • Quality.
Jul 26, 2021

What are the 3 R's of customer loyalty? ›

Here we explore the “Three Rs”: Rewards, Relevance, and Recognition, a mnemonic coined by marketing executive Paulo Claussen, that can help brands understand key elements of strong and effective loyalty programs.

What is the 3 Cs framework? ›

The 3 Cs are: Company, Customers and Competitors - the three semi-fixed environmental factors in your market. As the 4 Ps and 3 Cs all need to be considered in relation to each other, it doesn't really matter in what order you define them. The 4 Ps. Product: This is where you define your product or service.

What are the 4 P's of customer service *? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

What are 5 as customer path? ›

Philip Kotler, the five stages (Awareness, Appeal, Ask, Act and Advocacy) allow marketing and sales professionals to create a map of the customer's needs and priorities during the different parts of their purchase process.

What is the six pillars of customer experience model? ›

Customer experience can be described using six pillars of customer experience: Personalization, Integrity, Expectations, Resolution, Time and Effort, and Empathy.

What is the 4 C's model? ›

The 4Cs (Clarity, Credibility, Consistency, Competitiveness) is most often used in marketing communications and was created by David Jobber and John Fahy in their book 'Foundations of Marketing' (2009).

What are the 4 types of customer behavior? ›

Experts agree that there are four main types of consumer behavior: complex-buying behavior, dissonance-reducing buying behavior, habitual buying behavior, and variety-seeking buying behavior.

What is the difference between CRS and FATCA? ›

CRS is the global standard for the exchange of Financial Account information. Over 100 jurisdictions globally have signed up to CRS, including all EU Member States. CRS within the EU is called DAC 2. While FATCA is a bilateral agreement with the United States.

What are the four 4 key principles of good customer service? ›

Principles of good customer service. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression.

What is the C IN THE ABCS OF CARE? ›

Initial assessment and treatment with the airway, breathing, circulation, disability, exposure (ABCDE) approach.

What does DTC stand for Snapchat? ›

IDC. I don't care.

What is the acronym DLA? ›

The Defense Logistics Agency provides logistical, acquisition, and technical support for the Army, Navy, Air Force, Marine Corps and other federal agencies and allies.

What does DDA stand for in texting? ›

DDS. Drop Dead Sexy (band) DDS.

What does 🌈 mean from a girl? ›

🌈 Rainbow emoji

, it's commonly used to express LGBTQ identity and pride.

What is the meaning of 🌝? ›

Emoji Meaning

A full moon with a smiling face, as the Man in the Moon. Generally depicts the moon as a dark disc with a slightly smiling human face and nose. See also 🌕 Full Moon. May be used to represent the moon more generally. Commonly used a smiley.

What is a dolphin smile? ›

It's just the shape of their face. Dolphins may look like they're happy to us, but their “smiles” are illusions. When humans smile, we signal happiness, contentment, and enjoyment to each other. But a dolphin's toothy grin is not an expression of joy – this is simply an anatomical anomaly.

What are the six levels of service? ›

The Six Levels of Customer Service
  • Criminal service.
  • Basic Service.
  • Expected Service.
  • Desired Service.
  • Surprising Service.
  • Unbelievable Service.

What are the 8 steps of service? ›

The Restaurant Server Steps of Service are:
  • Greet and Seat the guest.
  • Tell and sell the menu.
  • Ring and bring the product.
  • Check back and refill/ bus.
  • Tell and sell dessert / check back/ drop off the check.
  • Receive payment and reset the table for the next seating.

What are the three key components of every service recovery situation? ›

Three outcomes of service recovery: Customer recovery, process recovery and employee recovery.

What is the last service recovery model? ›

I frequently speak about the LAST model (Listen, Apologize, Solve, Thank) as the most effective tool when recovering from a service failure (in fact, I've even added my own bonus step). When a complaint is properly resolved, the process of the recovery itself can be even more memorable than the complaint.

What are the two rules of service recovery? ›

"When it comes to service recovery, there are three rules to keep in mind: Do it right the first time. Fix it properly if it ever fails.

What is the services marketing triangle? ›

Service Marketing triangle shows three interlinked groups (customer, provider and the company) that work together to develop, promote and deliver service to the satisfaction of the customer.

What is service recovery framework? ›

Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. Service providers should make every effort to provide the customer with a positive experience the first time.

What is CES customer satisfaction? ›

Customer Effort Score (CES) is a metric derived from a customer satisfaction survey that measures a product or service's ease of use to customers. A Customer Effort Score reflects the amount of effort a customer had to exert to use a product or service, find the information they needed, or get an issue resolved.

What are the 5ps of customer satisfaction? ›

The 5 areas you need to make decisions about are: PRODUCT, PRICE, PROMOTION, PLACE AND PEOPLE. Although the 5 Ps are somewhat controllable, they are always subject to your internal and external marketing environments.

Why is customer called CX? ›

Customer experience (CX) refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between. In large part, it's the sum total of all interactions a customer has with your brand.

What does the acronym CSR stand for? ›

Corporate Social Responsibility (CSR) is the idea that a company should play a positive role in the community and consider the environmental and social impact of business decisions.

What is NPS and CSAT? ›

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES).

What is CSAT and OSAT? ›


Depending on what you want to know from survey respondents, you may want to measure their satisfaction with your brand, product, or service using OSAT, which stands for Overall Satisfaction, or CSAT, which stands for Customer Satisfaction.

What is better than NPS? ›

Customer Retention Rate (CRR) is a metric used to measure how many customers your company is able to keep over time. This metric is a more valuable alternative to NPS because it shows you exactly how many customers you keep over time.

What are the 5 E's of customer relationships? ›

The 5 Es is a map of the five stages that customers go through – Entice, Enter, Engage, Exit, and Extend. It's a tool that we've developed is based on the 5 Es of Customer Journey.

What are the 5 core principles of a successful customer? ›

What are the 5 core principles of customer service?
  • Speed.
  • Accuracy.
  • Accountability.
  • Quality.
  • Transparency.
May 24, 2021

What does CX and UX stand for? ›

CX (Customer Experience) vs UX (User Experience) | Qualtrics.

What is a CXO position? ›

Chief Experience Officer (CXO), Chief Customer Officer (CCO), or Chief Customer Experience Officer (CCXO) — A C-level executive who represents the needs of customers among the C-suite and who is responsible for setting and executing upon the company's customer and customer experience strategies.

What are the 4 components of customer experience? ›

- To truly understand customer experience we have to understand the four components required to build one. There are archetypes, activities, interactions, and principles. An easy way to remember these is to think about the different parts of a relationship.

What does TSR stand for? ›

TSR, short for total shareholder return, measures the appreciation in the price of a stock's shares, plus the total sum paid in dividends per share, over a specific time period.

What is the difference between CSR and ESG? ›

It's easy to conflate these two terms because, in truth, they're different angles of measuring the same thing – a company's impact on society. The main difference between CSR and ESG is that CSR is an internal initiative to fulfill a corporate purpose, while ESG reflects a company's external impact.

What are business acronyms for CSR? ›

CSR (Corporate Social Responsibility)


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