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

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

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

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

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

 All you need to do is listen.

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

 If you pay attention to details,

 the promises made in your advertising,

 how long your phone rings before being answered,

 the look of your parking lot

 customers will know and notice.

 An effective customer service recovery process includes these components:

 apologize

 listen and empathize,

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

 fix the problem quickly and fairly,

 offer atonement, keep your promise,

 follow up.