Customer Service Best Practices: Lessons from Narendra Pahuja & Jimmy Asija

Great customer service isn’t just about answering questions — it’s about creating a positive experience that keeps people coming back. Two experts who know this well are Narendra Pahuja and Jimmy Asija, both leaders in the customer service and outsourcing space.

They’ve helped businesses of all sizes build trust with customers through thoughtful, reliable, and professional service. In this blog, we’ll break down their top lessons into simple, practical tips you can start using right away.

1. Listen First, Speak Second

Both Narendra and Jimmy agree: good customer service starts with listening. Many businesses rush to fix problems without truly hearing the customer. But when you listen first — with patience and empathy — the customer feels respected.

✅ Tip: Let the customer finish explaining before jumping in. Sometimes, that’s all they need.

2. Train Your Team Well

A skilled team can get things done faster, talk more easily, and keep their cool when things get tough. Your team should know your goods, your rules, and most importantly, how to talk to people with care, says Narendra Pahuja.

✅ Tip: Regular training sessions — even just 30 minutes a week — keep your team sharp and confident.

3. Be Quick, But Don’t Rush

Speed matters in customer service — no one likes waiting on hold forever. But that doesn’t mean rushing the conversation. Jimmy Asija says it’s all about balance: be fast, but don’t make the customer feel brushed off.

✅ Tip: Use tools like live chat or ticket systems to respond quickly, but always keep it human.

4. Follow Up — Don’t Leave Them Hanging

One thing both experts highlight is the power of follow-up. Whether it’s checking in on an open issue or asking for feedback, a simple follow-up shows customers that you care.

✅ Tip: A quick email or call after resolving a problem builds loyalty and trust.

5. Use the Right Tools

Good software can make a big difference. Jimmy often talks about using tools like CRMs (Customer Relationship Management systems) to track customer info, log past interactions, and make support more personal.

✅ Tip: Even a basic system that shows a customer’s history can help your team give better, faster answers.

6. Stay Calm, Even When It’s Hard

Sometimes customers get angry. Narendra Pahuja says this is the moment where great service stands out. Stay calm, stay kind, and focus on fixing the problem — not fighting the person.

✅ Tip: Train your team to manage stress and stay polite, even in tough moments. A calm voice can turn things around.

7. Make It Easy to Reach You

A consumer should not have to leap through hoops to contact you. Ensure your contact information is obvious and provide assistance via many different avenues: phone, email, chat, or maybe WhatsApp.

✅Tip: The more consumers trust you, the simpler it is to contact you.

Final Thoughts

Being helpful, real, and steady is what makes for great customer service, not being perfect. If you learn from what customer service Narendra Pahuja and Jimmy Asija said, you can build a help system that works for both your users and your business.

Do small things at first, keep getting better, and always treat your people the way you want to be treated. That's the trick!