Customer service is not a department, it’s an attitude.
As hard as other people try to complicate what great service is, in my mind it’s really quite simple – it’s just about giving more than what your consumers expect – CONSISTENTLY.
Mind you I said the theory is simple, not easy. There’s a world of difference between the two.
Here are a few phrases which I have encountered from other service providers which made me feel I am loved as a client. I figured we should all be able to benefit from these, since we’re all in the industry of sales and marketing (in one way or another.)
“We’re very sorry for the mistake. Let us make it right.”
When things go wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
“Thank you for your business. Please come back again.”
Repeat customers cost less than new customers and are often more loyal.
“I’m not sure, but I will find out.”
It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job.
“What else can I do for you?”
Be prepared to go the extra mile, there is less competition there.
“What is most convenient for you?”
Your customers will be pleasantly surprised when you ask what’s convenient for them.
“How may I serve you?”
This question reinforces your role in the relationship. Play that role the best you can.
“How did we do?”
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
“Glad you’re here!”
Customers who feel welcome spend more time, more money and are more likely to return.
“Thank you!”
Basic manners should be included in day to day protocol when handling customer service tickets (in our case it’s OSticket, hahaha.)
Most importantly, there’s -
“Yes.”
Becoming a yes person unlocks a multitude of possibilities for you in terms of customer retention. 
Oftentimes, a client who is satisfied with how well you’ve been able to follow-through a CS ticket will become the best marketer you can ever have – someone you will never have to pay who will serve as a living testimonial of how well you do your work.
