Respondents with good customer service experiences more likely increase their purchasing or consumerism activities while more than half of those who have had bad experiences patronized and bought from a different company.

To give good customer service, you should be able to handle people well.

The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge the person after 5 seconds.

An agent must be able to have the right skills for questioning when dealing with customers.

Paraphrasing, Summarising, Choosing your Words and Reflecting Silence are useful skills for questioning when dealing with customers.

Saying ‘I don’t know’ without offering an option is an acceptable response

First impressions count and will affect the interaction. People make judgements in the first 2 minutes.

For the Angry Customer assume control gently and point out the best course of action from what they’ve told you they need.

For the ‘know it all’ Customer, find out what they really want, ask them for the options, reflect back to them what they’ve said.

For The Suspicious Customer, assume control gently and point out the best course of action from what they’ve told you they need.