Having excellent customer service is the difference between having a good business and a reputable organization. When people think of your brand, you want them to be comfortable and satisfied enough to relate your services to their friends and family. The business world is one of the greatest scenes of relational diversity. People worldwide relate to people on a day to day basis to conduct business, solve problems, and offer support to those in need. Delivering a great customer service experience begins with a true desire to satisfy your customers. Customers are the single most driving factor of any business or organization. Cordial interaction is not only key to building a trustworthy brand, it also promotes customer loyalty, which in turn increases profit. Friendliness can be recognized both in person and across the phone, therefore it is important to maintain a positive attitude during any customer interaction. In Dale Carnegie’s book How to Win Friends and Influence People, he states “Regardless of the physical and financial assets an organization may have, it is the people who make it successful.” Smile. Smiling is the simplest, most universal method of building rapport with customers. When you smile at someone their natural tendency is to smile back. Since smiling is reflective of your own state of mind, if a customer sees that you are happy with your current position as an employee, it gives them a level of trust about the quality of service they’re about to receive. Use positive body language. Body language is what you communicate without even saying a word. According to Albert Mehrabian, currently Professor Emeritus of Psychology, UCLA, 55% of communication is body language, 38% is the tone of voice, and 7% is the actual words spoken. Understanding that your non-verbal communication plays such a big role in how people perceive you, this part of interaction should be considered with care. Never cross your arms, as it is seen as defensive and unwelcoming, maintain eye contact to show confidence and interest, and, as mentioned before, smile. Since body language is a reflection of what you’re thinking, strive to keep thoughts positive to avoid revealing unwanted behaviors. Use a casual tone in most situations. The majority of customers prefer talking in a more casual tone than a formal one. Using this technique can improve the overall customer experience while adding a bit of personality to the conversation. Also, it can help deescalate heated situations and deliver undesirable information more appropriately. Using casual conversation isn’t always the best way of approach. If a customer is angry or if you are in a delicate situation, formal tone is recommended. Saying ‘thank you’ after interaction with a customer will leave them with a memorable experience.Show interest in accommodating the customers needs. It’s easy to meet a customers need when it’s within your realm of possibility. Sometimes a customer will make a request that you can’t fulfill. In these situations it’s important to deal with the instance properly to avoid a negative outcome. Rather than using phrases like ‘I can’t do that for you.’, ‘We don’t have that.’, or ‘I don’t know.’, translate them into a polite tone such as ‘We usually don’t do that, but let me see what I can do.’, ‘That item is currently unavailable. Would you like me to check on a similar item?’ or ‘I’m not sure about that, let me check.’.Don’t just hear the customer, listen to them. Listening to customers when they ask questions and asking customers questions plays a vital role in feedback as well as future customer satisfaction. Ask them how you can improve their experience and whether or not the experience they had met their expectations. Don’t be afraid to ask questions, and always answer to the best of your ability when they are the ones asking.