Proper and efficient etiquette of customer service has its share of do’s and don’ts, or right and wrong ways of portraying service skills or lack thereof. Don’t insult people, regardless of how ignorant or stupid they may act. This doesn’t make them feel good – and who wants to go back to a place that made them feel bad or uncomfortable or unwanted? I wouldn’t.

No matter what the situation is, no matter how mad it makes you, do not say anything derogatory and do not let your body show the negative way you are feeling. Just remember, whether facing a customer in person, on the phone or via email, wait until dealing with that person before you throw any kind of fit.

Don’t ignore a problem or situation. It doesn’t matter if you were involved or not, if you see something that just isn’t quite right, step in and help by offering alternative solutions. Your associate may be new and not know how to deal with a situation as well as a seasoned associate. This little bit of interruption is positive and goes a long way towards keeping and obtaining more customers.

Don’t just pretend to listen; you will lose valuable information. Learn to speak in a concise manner which portrays a helpful attitude that will lend credence to conflict resolution. In speaking efficiently, you stand a higher chance of being understood, thus creating fewer issues and possibly relieving a tense situation. In speaking, you also use your listening skills as a side effect and with these two in play, in a positive manner, you can almost never go wrong.

Form a CSR policy that maximizes results, not only for the company but for all customers and potential customers. Make it clear and an easy read so comprehension is more easily attained.

Always remember that there is much power in words, and this power can be used to gain respect and loyalty – or immediately crash all the customer service skills one has learned. The power of words can become a razor that cuts to the quick, and instead of resolving anything it can swiftly make a smaller issue into a bigger one. We all experience negative emotions at inopportune times, but be cognizant of what you are saying as well as how you say it.

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