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to do a little suggestive selling by letting them know that the item they purchased is part of a set with matching accessories, or something to that extent.

Now that we've covered the positives, what do you do if the customer decides that they are unhappy with the product or if it's defective and has flaws that they just can't tolerate? Well, I have eight simple words for you - do whatever it takes to make them happy - within reason of course. This is what I refer to as the bend-over-backwards stage of customer service. If the product is defective, replace it. Whether they bring it back, or you have to go get it (as in a piece of furniture that was delivered to them), it doesn't matter. Again I say do whatever it takes to make them happy, and do it without hesitation.

You are always going to have that one customer that no matter what you do, you will never be able to please them. It's nearly an impossible objective on that one. I have always found that if they ask to return the product for a refund, that it's far easier to cheerfully smile and oblige them. Sometimes there aren't any other alternatives. Believe me, you'll be fighting a losing battle otherwise.

When it comes to customer service, here's another three word expression that you had better always fear and keep in the back of your mind any time your instincts tell you to butt heads with an upset customer - word of mouth. When it comes to advertising and maintaining your customer service ethic, this is the most powerful tool you can use. And it won't cost you a dime, unless its evil twin rears its ugly head. One disgruntled customer can do more damage with a negative word of mouth campaign against your business than what 10 new happy customers can heal. Saying it in more simple terms, word of mouth advertising can be your best friend or your worst nightmare. So make sure your customer service creed reserves space for that tidbit.

I always like to refer to what I call the three "A's" of good customer service entails - appearance, atmosphere, and attitude. You have to have all three of these in order to perform this at a level of excellence. But what all do they entail?

Appearance does not just apply to physical attributes of the employees and yourself. As a manager in the furniture business, everyday when I opened that store for business, I would walk out into the parking lot, turn around, walk just inside the doors, and do a visual 180. I would peruse every inch that I could to see what the customer saw

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