Summary

RULE NUMBER 1: Be customer friendly.
Being customer friendly includes all the things that the customer sees.

RULE NUMBER 2: Greet and acknowledge customers immediately.
People like to be recognized. A smile and hello is always welcomed!

RULE NUMBER 3: Give people the benefit of the doubt.
Ask before you pass judgement.

RULE NUMBER 4: Concentrate on problem-solving not fault finding.
First find the solution rather than spending time on why it happened.

RULE NUMBER 5: Be willing to go the extra step.
Rather then just telling a customer “how”, “show them how,” when possible.

RULE NUMBER 6: Always follow through.
Never tell someone something and then drop the ball.

RULE NUMBER 7: Thank people.
A simple “thank you” is a powerful message to the customer.

RULE NUMBER 8: Handle difficult situations sensitively.
Be honest with people even though it may be a difficult message you have to give.

RULE NUMBER 9: Don’t forget your internal customer.
Your co-workers, supervisor and other people in the department are all a part of your customer service attitude.

RULE NUMBER 10: Own (or partner) the experience.
Take responsibility for every encounter you have with your customers!