This document is meant to inspire readers with customer service tips that works.

1. 60 CUSTOMER
SERVICE TIPS FOR
BUSINESSES
PACKAGED BY ANGELA IHUNWEZE(MRS) CEO OF
ANGELA ITAMBO

2. This is document has tips culled from the
internet published to mentor readers about
customer service tips, yours truly is also a
work in progress such as yourself. Be inspired
as you read. Angela Ihunweze(Mrs)
1. Posture Begets Performance - Always sit up straight and smile when you
take a call, it shows.
-Susan McGarvie A Former Xerox Employee
2. Say It Again - Acknowledge the customer’s issue by relaying it back to them
to make sure you understand they’re asking. It validates the customer and
ensures that you understand the issue.
-Tara Kachaturoff of Personal Brand Essentials
3. The Winner Is, Confidence - He with the most certainty wins, and this
isn’t about lying to your customer by covering it up with ego or force. People want
to know that everything will be okay. Lead them with your person power in the
direction that is for the highest and best for both parties.
-Justine Kenzer of Psychic Style Radio
4. Be You, Not a Script - Get off the script—LISTEN and respond to what’s
really going on.
-Shel Horowitz
5. Use Your Pleasant Tone - Use hopeful and helpful words. If you’re going to
do something for your customer, then why not get “extra credit” by using words
like, “I’d be happy to…” or “It would be my pleasure to…”- These hopeful and
helpful words make the customer happy and make you look superb.
-Vicki Hess, of Catalyst Consulting, LLC
6. Common Courtesy - Always thank the customer for calling, especially if it’s
a complaint call. If they hadn’t called you would never have the opportunity to

3. turn them into a productive interaction.
-Roanne D’Ausilio, Ph.D, President of Human Technologies Global Inc
7. Don’t Make ‘Em Wait - Never keep a customer on hold for more than 30
seconds. If you are going to need to leave them on hold for more than that
amount of time offer to call them back.
-Laurie Brown
8. Action Afterwards Matters - Follow through to ensure your
(internal/external) customer commitments are honored.
-Mary Jane Paris
9. Put Your BEST People On The Phone - The #1 key to customer service is
to understand that customer service is a skilled trade and should not be
considered an entry level position. Pay attention to what the customer is saying
and don’t attempt to do something else at the same time.
-Sam Pocker
10. Under Promise & Over Deliver - Never promise more than you can
deliver. It’s always better to exceed customer expectations than to disappoint
them.
-Sharyn Munro, Virtual Assistant
11. Know The Basics - If a company has service people who are going to a
customer location to deliver service, make certain they have had basic
communications training.
-Lynn Daniel, The Daniel Group
12. No Sweeter Word In The English Language - Remember names!
-Nate Chenenko
13. No One Else Does - Send hand written thank you cards periodically.
-Shonika Proctor, Author Speaker Consultant
14. First Impression - Introduce yourself in a positive manner right after
answering the phone. Saying your name right away gives the customer confidence
and established a more personal rapport with the customer.
-Douglas Hanna, Service Untitled
15. Voice to Voice - Don’t hide behind e-mail. Pick up the phone and return
phone calls.
-Beth Dunn, Etiquette Expert
16. Its OK Not To Know, It’s Not OK Not To Address - Admit when you
don’t know something BUT follow through with finding out the answer for them
– not passing them on to someone else. Nothing will form a bond with your

4. customer quicker than you revealing that you are human.
-Jeff Tobe
17. Its Alive!!! - A consumer who started with a live person instead of an
automated system is two times more likely to conduct future business with the
company. Tip: Consumers want easy-to-navigate systems that provide them with
the capability to easily reach a live agent. They also want multiple communication
options – telephone, e-mail, chat, and Web site.
-Alessa Schambers, Corporate Marketing Manager, Aspect Software
18. What Goes Around Comes Around - Become your customer’s customer.
When possible take advantage of the products and services offered by your clients.
By showing your support of their business they will help build more trust in the
relationship.
-Mike McDermen,t CEO & Founder of Fresh Books
19. How Can We Make It Better? - Ask your customer, every single time, if
there is anything you can do better or different to make them happier the next
time. Sometimes, they give you priceless feedback that changes the way you do
business. Often, that question alone fixes issues. Always they appreciate being
asked.
-CJ Romberger, Wildwood Interactive
20. Make It Memorable - Create a memorable experience for your customers
so they continue to keep coming back!
-Elizabeth A. Sears, PhD., Workplace Communication, Inc
21. It’s More Than OK To Apologize, It’s Mandatory - When mistakes
happen – and they frequently do – empower your employees to apologize
sincerely to the customer and give a little something (free shipping, a discount
coupon, etc.) to make amends.
-Lauren Bloom, Elegant Solutions Consulting
22. Smile, Their Listening - Smile while you are on the phone with a
customer. It really does make a huge difference.
-Robyn
23. Focus - Give them your full attention. Always treat the client you are
speaking with as if they are you only client.
-Phyllis Pometta, Baby Swags
24. Focus More - Focus on what they need, not what you “sell” and always give
value added.
-Harriet Cohen, Training Solutions
25. Let Communication Flow - From the top to the first line supervisor, make
sure your leadership team knows how to document suggestions and pass them on

5. to the correct person who can properly evaluate and take action if needed.
-Dr. Jay McCurry, McCurry Training and Coaching
26. It’s Really Quite Simple - Customer service is just about the basics, it’s
about reacting swiftly to satisfy customer needs and then continuously use that
precious feedback to innovate your offerings and process!
-David Dalka, Discussing Internet Marketing Management Strategy
27. Half Empty Or Half Full? - When we treat our responsibilities as tasks,
we treat our customers as tasks; they end up feeling processed. When we treat
our responsibilities as opportunities to create positive experiences, customers feel
valued.
-Dennis Snow, Snow & Associates, Inc
28. Solutions Aren’t Always Necessary - Don’t offer advice unless you’re
asked for it – often customer, clients and guests just want to talk, and don’t want
your solution. It’s refreshing to realize that you don’t always have to fix
everything.
-Robb Anderson, La Villa Bonita Culinary Vacations
29. Do You Spell Bob With One or Two O’s? - Don’t automatically call your
customer by their first name…ask how they prefer to be addressed while you
assist them.
-Ellen Schuster, M. Ed., CPCC, The People Skills Expert
30. People First - Serve your customer not your business systems…never let
your business systems dictate how you do business!
-Davis M. Woodruff, PE, *CMC
31. Communicate, Communicate, Communicate - Keep your customers
apprised of a situation- Communicate with them. Most people are of the
understanding if they realize they are not being ignored and they are treated as if
the matter. In these tough economic times, not only price is important, but
service is paramount.
-Melissa Bishop
32. Hey, Look At You! - When scanning the business section of the paper,
notice any customers or contacts with accomplishments and send a handwritten
note of congratulations.
-Jean Ann Van Krevelen
33. The Higher Road - Always answer and angry e-mail with kindness and
diplomacy.
-Andrea Donsky, Naturally Savvy
34. Watch Your Email Tone - When responding to e-mail try to remember
that tone is not translated. Your quick “no” or “yep” won’t communicate to as well

6. as a full sentence explaining your answer. Take the few moments to provide a full
thought.
-Jacqueline Wolven, Moxie Works
35. What’s The Next Step? - Before ending a call, make sure that both of you
and the customer has a mutual understanding of what has/will be done to resolve
their issue.
-Karsten Vagner, Client Services Manager at ZocDoc
36. Brag The Right Way - Never say “I’m great.” Instead say “My customers
tell me that they love working with me because .”
-Mike Wittenstein, Speaker, Facilitator, Consultant
37. Lemons Into Lemonade - Approach every negative customer inquiry as
an opportunity to learn from them and make them into an advocate.
-Andrew Vanderploeg, Gateseven Media Group Inc.
38. Go The Extra Mile - Customers always recognize the extra effort. They will
remember and repeat to others your “above and beyond” attitude. In this time of
“automated, cannot reach a customer service person atmosphere” a personal
touch goes a long way.
-Tammy, American Easel LLC
39. We’re All Humans Here - Listen from the customer’s perspective – not
from your procedures. “Proceduritis” is one of the top three killers of customer
service.
-Kate Nasser, CAS Inc.
40. Make It Personal - When someone emails you with an inquiry or request,
always respond by using their name in the e-mail and thanking them first and
foremost for their interest/business. Always include your email signature which
has your direct e-mail address and a phone number.
-Danielle Hughes, Baby Fish Mouth
41. Go It Alone, Kinda - Solve the customer’s problem or issue with as little
involvement of the customer as possible.
-Chris Reich, TeachU
42. Listen Closely - Always listen and take good notes when chatting with
customers about their lives. Customers offer clues about what they want and how
they want to be served, which helps cater your service to them and makes them
feel more appreciated. (And taking notes helps, too…for example, if a customer
mentions their cat was sick, the next time they call, we’re sure to remember to ask
how their cat is doing.)
-Nick Leighton, President, Emerald Products, Inc.

7. 43. Communicate With Strength - Too many customer service
representatives take the weak road and lack confidence when discussing issues
with customers. If you’re not confident in your product/service, they (the
customer) are not going to be confident in talking with you.
-Brandon J. Mendelson, Earth’s Temporary Solution
44. Relax, Then Relate - If you are relaxed you will put your customer at ease.
If you are relaxed you will relate to them in an effective and powerful fashion.
Otherwise you will miss the boat and not make the human connection you need
to make. Top notch customer service is all about the human connection.
-Doris Jeanette
45. No Distractions - Turn OFF your cell phone, don’t even look at it or check
to see who called when you are dealing with a customer.
-Andrea Baker, Voodoo Marketing
46. Give It To Them Two Ways - Follow up with a phone call after
communicating with a customer through e-mail.
-Melanie Haywood, CEO Listasaurus.com
47. Be The One - One stop shopping is preferred and promoted; where possible
avoid transferring calls and e-mails.
-Natalie Lemke, Media Relations Administrator
48. It’s More Than Words -Focus on behaviors, not just tasks. For example,
maintain a positive attitude and watch your body language. Be aware of the
customer’s body language, too, to uncover what he/she might not be saying
verbally.
-Holly Barrett, Communications Manager & Brand Strategist, Brand Integrity
Inc.
49. Make People Feel Important - Every company out there knows
customers are important. But as a customer how important do you normally feel
when dealing with these companies? With all the advertising and all the talk
about customer service, with all the blather about customer-centric companies,
making people feel important is still the easiest way to differentiate yourself, and
your company from the competition.
-Barry Maher, Author of Filling The Glass
50. Go Above And Beyond - Manage customer expectations, and then exceed
them.
-Valarie Moody, Fodeo
51. Feel Their Pain - Walk a mile in your customers’ shoes.
-Corrie Wilder, Grippies LLC

8. 52. Make Them Better - Give solutions that help the customer achieve more in
their job.
-Arun Sinha, Access Consulting
53. Be Fun, Be Real -Have a graceful, humorous, or personalized error
message ready to be put up in the event of a page or site outage to let the
customers know you’re aware of and addressing the issue.
-Ken Godskind Chief Strategy Officer of Alert Site
54. Put Your Money Where Your Mouth Is - Guarantee 100% customer
satisfaction or give them their money back.
-Mike, Northern Colorado Rentals LLC
55. Served Their Way - Sell the way your customers want to buy. You might
prefer customers order off your website rather than by phone, but what do THEY
prefer? Stop doing what’s easy for you and start doing what’s easy for them.
-Susan Carter, Consultant
56. Put It In Writing - Few people know what to say in a difficult customer
situation, especially when a situation is coming at you at 80 miles an hour – so
pick up a good customer service book, write down what to say in your most
challenging situation, and pass it around to everyone on your team.
-Richard Gallagher, Author of What to Say to a Porcupine
57. Be A Fast Yes Man - Be fast to yes, and slow to no with customer requests.
-Betsy Strohmaier, Mountain Day Camp Director
58. Be Sorry, And Then Fix It - Apologize when something goes wrong and
then fix it immediately. This is a very important customer service issue. Your
customers can be very forgiving if you can fix the problem quickly. If the problem
cannot be solved immediately, make sure to keep the customer informed as to
your progress. This can be in the form of phone calls or e-mails.
-Julie Voorhees, Specialist Small Business Prescriptions
59. Promptness Pays Off - Ship the same day the order is received.
-Sandra Stone, Warm Mouse LLC
60. Make It Simple, Not Simpler - Most customers don’t understand what
you do nearly as well as you do. That’s why they are customers after all. So make
sure you communicate and deliver things as simply as possible… but DON’T
make you service or product simplified. Your job is to make the customer
consumption of your product or service really easy, but it is not your job to make
the product or service itself simple and watered down.