by Angela Jeffcott

Created on: March 13, 2008   Last Updated: June 22, 2009

Good customer service begins with one simple phrase: treat others as you want to be treated. With this concept you've heard from childhood in mind, wowing the customer becomes a joy, not a chore.
Smile and say hello - As simple as it may seem, a smile and friendly greeting can go a long way with someone. Picture this situation: a couple is returning a gift from their wedding and it's the fourth store they've gone to today. As they approach the desk, the couple hears the customer service representative complain about her day with a co-worker, then turn to the customers and ask with a frown, "And why don't you want this?" The customers haven't done anything wrong yet they're given the third degree. It would be so much better for a smiling, helpful associate to say hello and ask what the problem is. Which situation would you want to be in?

Go the extra mile - Go off the beaten trail to help someone. Most people expect a certain level of service at a restaurant getting the order correct, bringing out your food as soon as possible, taking a drink order but isn't it nice when the waitress goes above and beyond to insure you have a good evening? Maybe it's refilling your drink when it's half full. Maybe it's taking your steak back for an extra five minutes on the grill. Maybe it's offering extra butter for your baked potato. Whatever it takes to make you feel special. And will you go back for more? Absolutely because people like being given the royal treatment and that applies to every type of business. So give your customers that extra effort you also enjoy.
Listen with open ears - Practice the forgotten skill of listening. We all have times when we want to talk to someone about a situation but do not necessarily want a response. Often customer service becomes a place for the customer to let his voice be heard but rarely is he listened to. Even if nothing can be done for his circumstance, show courtesy and listen to the story. That gives you a chance to formulate a response and the customer a chance to calm down. Interruptions usually lead to shouting matches and make the customer feel talked down to or ignored. Don't you want your opinions heard, even if there is no solution to the problem?
Try to think positively about the situation - No one likes to be told he is wrong or he is exaggerating. Everyone thinks what he believes is the truth. But we see the same situation differently depending on the perspective. If your neighbor's kitchen started burning and you were down the street but saw smoke, you would feel different and remember it different than the woman who was in the kitchen when the fire started and had to feel through the smoke to get outside. She would view it as life threatening while you might see it as a lesson to install smoke detectors. You are both right, but there might be tension in getting the other person to see the opposite side. Don't discount how your customer feels or how he remembers the situation.
Remember that you are there for the customers and without them, you would have no business. People often say work would be great without all the customers. But then who would buy the product and provide the money for the bills and other expenses? It's in your business' best interest to keep the customer happy by providing the best service possible. Give them customer service you would want to receive.

Learn more about this author, Angela Jeffcott.
Click here to send this author comments or questions.