3.  When it comes to customer service, honesty is the best policy

5.  Learn why a rule is a rule in the first place

6.  Once you know the reason for the rule and its boundaries, go ahead and bend it.

7.  If that’s what it takes to make the system better serve your customer.

9.  Customers are ready, willing, and able to tell you everything you need to know.

10.  All you need to do is listen.

12.  A letter or E-mail after a conversation can be a terrific way to confirm facts and details or just to say thanks.

14.  If you pay attention to details,

15.  the promises made in your advertising,

16.  how long your phone rings before being answered,

17.  the look of your parking lot

18.  customers will know and notice.

20.  An effective customer service recovery process includes these components:

21.  apologize

22.  listen and empathize,

23.  Trying to put oneself in another’s place and understand his or her feelings.

24.  fix the problem quickly and fairly,

25.  offer atonement, keep your promise,

26.  follow up.