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5 Easy Ways To Improve The Customer Experience

By Nancy Friedman, the Telephone Doctor 

How do you make sure every customer’s visit turns into a fantastic Customer Experience?  The kind that creates a great lasting impression? You start things off right! Here are the top 5 easy ways to set the stage with your customers at your establishment, right from the get-go! And it doesn’t matter what industry…the top 5 are the top 5! Here’s what your customers are looking for in those critical first moments: 

1. A Proper Greeting 

The first words a customer hears really do matter, so make them count! The most common greeting we seem to hear is, “Hi, how are ya?” While it’s not the worst thing you can say, it’s weak and ineffective. Why? Well, because it’s social noise. Let’s face it… most folks don’t care how you are. And it’s usually just returned with, “Fine, how are you?” Again, there’s no substance, and therefore no basis to begin building rapport. Kick start that almighty customer experience with one of these: 

• “Nice to see you!”

• “Glad you’re here!”

• “Nice of you to stop in today!” 

The list goes on. Anything but the dull, overused, “Hi, how are you?” 

2. A Few Good Manners 

Please. Thank you. You’re welcome. Come on…your mother taught you these! But sadly, they’re underused, replaced by casual, sloppy language and just plain bad manners. 

• “No problem” is NOT “You’re welcome”

• “Here ya go” is NOT “Thank you”

• Any instruction you give that doesn’t begin or end with “please” is an order (“Pull forward to the next window.”) 

Please. Thank you. You’re welcome. These are words that every customer needs to hear. Add them into your conversations, phone calls, emails…wherever and whenever you’re working with a customer. Darn it, I shouldn’t have to tell you this! It would be nice to hear a “Thank you for holding,” when you come back after putting a caller on hold, too. 

3. Turn Your Ears On 

Your customers must believe they’re being heard, and that means you need to listen! When a customer has to repeat themselves, they get frustrated. Why? Because they feel you’re not listening. So even if you need pen and paper to jot notes as they talk, be sure you’ve listened and heard what they have to say. Then ask questions. Building rapport begins with good listening skills. Your customers need to be heard. 

4. Show What You Know (Job Knowledge) 

Customers want to deal with people who know what they’re doing, and that’s why the phrase, “I don’t know” must be banished from your vocabulary. As most of our Telephone Doctor clients know, “I don’t know” is a forbidden phrase. It’s not allowed. At Telephone Doctor, it’s a condition of employment, grounds for termination. That’s right, you will never hear, “I don’t know” from a Telephone Doctor employee. You might hear, “Gee, that’s a great question! Let me find out for you.” Don’t derail yourself with that one forbidden phrase! Show your customers that you’re knowledgeable and competent. 

5. Smile 

Right, smile! You knew that, didn’t you? And smiling means we want to see those pearly whites! (Otherwise, you’re just grinning, and that makes you look goofy.) Here’s the coolest thing about a smile…it’s contagious! Once you start one, your customers catch it. Your co-workers catch it, and maybe even your grumpy ol’ boss catches it! Pretty soon, you have a full-on smile epidemic, and the world is a better place! 

The list of things that go into creating that Almighty Customer Experience goes on, but I promise you, these Top 5 Kick Starters will set you on the right path! 

~ ~ ~ ~ ~  

www.telephonedoctor.com 

www.serviceskills.com

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  • How to compose an effective customer service email
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas the moment they appear
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the Power of You during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
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