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':