1 Starts with you. Your attitude and appearance can set the stage

Positive attitude, which can be acting
Be very careful with Sunglasses, Tobacco and Driving Habits.
Feel confident
People are always watching you and your actions
You are the department or company in the customer’s eyes
Breaks, coffee, respect even while off “duty”

2 Treat all people the way you want your parents to be treated

Consistency is the key. There is no way to know a person’s connections or background
Attitude is infectious. It is the very first thing that people will notice about you and it immediately rubs off on those around you. Your attitude is made up of your: body lanuage; tone of voice; and your choice of words. If you are enthusiastic, then you need to look enthusiastic, sound enthusiastic and use enthusiastic words.
Maslow needs: Comfort and Security (clients and workers)
Speak to people, smile and call them by name
Curious, genuine
Considerate, and give praise
Compassionate

3 Educate yourself on every aspect of the organization

Establish yourself as a representative of the organization
Surprise them by knowing and by getting the information
To step up the ladder of loyalty you have to ask questions
Open ended, off the wall questions
Qualify your answer on price or actions

4 Play with the situation that you are in. There is a lot to be said about fun in the workplace.

Your profession may dictate
Imagination can trigger emotions
Emotions can trigger attitude
Attitude can drive behavior
Know what behaviour your clients expect. You may have to make a few mistakes

5 Smile

Barriers
Language variations
Physiological disabilities
Age discrimination
Pride
Mad or anger
But they are all human beings!

Tips to providing great customer service

The introduction is always, always, always your responsibility; and do it with curiosity.
1. Have a planned open statement.
2. Try eye contact, a nod or smile, and then wait for an acknowledgement.
3. Look each person in the eye and identify his or her eye colour.
4. Be a chameleon. Minic their actions. (Be careful with this one)
5. Use only positive words: Specific words, while being careful with “Trigger” words, sucha as “Discount”.

Handling that irate customer

1. Allow the person to speak.
2. Look at the incident as a “GAME” to win the customer back.
3. Give your total attention.
4. SLOW DOWN.
5. Use clarifications and active listening.
6. Let a coworker know what you are doing and take notes.
7. Ask open ended questions.
8. NEVER say, “I know how you feel” because you probably do not.