Investigate the [customer's] situation. When the investigation will take longer, make a specific commitment to get back to the customer. When making commitments to call back it is important to give a specific time frame rather than telling the customer you will call back "as soon as possible" or "right away."  Terms like these mean different things to different people. "Right away" might mean sometime today to you - it could mean within fifteen minutes to your customer.

- Renee Evenson, Customer Service Training 101

In business, is honesty always the best policy?  Even if being honest results in you turning a customer away from your business?  Being honest with your customers, no matter what the situation, is a customer service skill that we should all embrace and practice.  Here's why...

What does it mean to show consideration?  According to Merriam-Webster, consideration is "thoughtfulness and sensitivity toward others."  It's concern, care, kindness, understanding, respect, sensitivity, and much more.  Consideration is synonymous with respect, so when we are showing consideration for our customers, we are also treating them with respect.  It's taking a genuine interest in your customers.  Do you regularly show your customers that you are considerate?  Do you do your best to take great care of them, their needs, and their unexpressed wishes? 

A key ingredient to creating a "wow" customer service experience is your ability to be attentive and to actively engage through the use of strong listening skills.  We have to be attentive during EVERY interaction with the customer, otherwise there will be a disconnect between what the customer is saying, both verbally and nonverbally, and what you are doing.  We must give our customers our complete attention so we can truly understand what is being said; simply listening to and hearing what customers say is not enough.  The words being spoken are just the beginning.  You must pay attention to all of the extra, little things.  What about our customers':  

As we continue to improve and build on the Top 10 Customer Service Skills List, we now understand the importance of creating memorable interactions with our prospects and customers, and we know:

• the power of a lasting first impression.
• how to build rapport and create trust. 

But, where would we be without mastering our questioning skills? What are the appropriate questions to ask, and what is discovery? Discovery frames your conversations around solutions. As successful sales and service people, we solve and assist with tailored solutions, and we don't just blindly speak and randomly push products/services.