1. Improving the Customer Experience
Library 1

2. The Customer Experience
Library
2

3. Customer Service Behaviors
The Welcome
Names
Attention
Positivity
The Thanks
3

4. 4

5. Welcoming Behaviors
A smile and a relaxed facial expression.
Non-intimidating eye contact.
Tone of voice and inflection.
A comfortable pace.
Open body language.
Looking up from your computer frequently.
Greeting people.
5

6. Share yours.
Lynne
Good morning
Use theirs. Mrs. Smith!
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7. 7

8. 8

9. 9

10. 10

11. 11

12. •Look for opportunities to renew staff
customer service training.
•Document improvement in customer
service by developing a measurement tool
and using it with staff.
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13. 13

14. References
“AT&T Store Employees 5 Key Behaviors – Good Customer Service?” at
http://www.berryreview.com/2011/06/28/att-store-employees-5-key-behaviors-good-customer-service
“Customer Service – Washington State Small Business Development Center” at
http://www.wsbdc.org/customer-service
“Developing an Effective Customer Service Strategy for Government Agencies” at
http://www.howto.gov/customer-service/strategic-planning
“Employee Behavior: Training, Guiding, Coaching” at
http://www.wpex.com/index.php/newsletter/featured/employeee_behavior_training_guidi
ng_coaching/
Hurley, R.F. “Customer Service Behavior in Retail Settings: A Study of the Effect of
Service Provider Personality” at http://www.scribd.com/doc/54699495/Customer-
Service-Behavior-in-Retail-Settings-A-Case-Study
“Improving Customer Service through Effective Performance Management” at
http://www.opm.gov/perform/wppdf/custdoc.pdf
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