Welcoming or Accepting Customers

Effectively send/speak positive messages about your goals, expectations, brand, or service -- before, during, and after direct interaction with your customer.

Use appropriate greetings in email and in person.

Professionally service all customers regardless of their age, appearance, disability, or ethnic/cultural difference.

Interact in a friendly way (e.g., with a smile) with customers.

Demonstrate professional competence based on your appearance, verbal tone on the phone, or body language.

Show good listening skills by paraphrasing and not interrupting.

Make suggestions freely, yet not aggressively, based on your customer's comments. Make eye contact with customers in person.

Use good posture (standing or sitting), engage with energy, and show interest in what the customer is saying.

Shake hands when meeting the customer in person.

Respond right away to customer e-mails, telephone queries, or complaints.

Minimize any wait time in person or on the phone.

Reach out with a pleasant demeanor to follow up with all customers.

Read body/voice tone language to know when to ask if a customer needs further help.

Maintain respect by not discussing sensitive customer information with (or in front of) other customers.

Service or Product Knowledge

Assertively describe/market company products or services before, during, and after direct interaction with the customer.

In a conversational tone, explain the basic features of each product or service and how it will benefit the customer.

Match specific services/jobs with customer needs.

Conflict Resolution

Act within the chain of command to resolve complaints or disagreements. Explain who can authorize actions or changes.

Stay cool and maintain a calm voice tone during disagreements.

Act to tone down, de-escalate or alleviate the situation.

Resolve customer service issues fairly and equitably.

Keep emotions such as anger and irritation in check -- yours and that of the customer.

Walk away or hang up politely if necessary, asking "May I ask you to wait while I step away to find a solution?" Repeat as often as needed with an irate customer.

Always stay polite.