Customer service refers to the way that companies behave towards their customers.　1　 However,many a time organisations don’t focus on customer relationship management,and that’s what makes customers angry,which is one of the reasons why companies lose their customers.　2　 

　　First of all,you need to realise the great value of the customers.It’s they who are the boss,and it’s because of them that you get your pay checks.So do take your customers seriously.

　　　3　 You need to ask the customers the right kind of questions and think of the possible solutions which you can provide.Understand how they feel according to a particular situation,their body language,tone of voice and words they speak.Never make assumptions(臆断)and think that you know what the customers want. 

　　　4　 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way. 

　　In addition,there are some other skills which will help you in serving your customers better.For example,once you finish solving the problem for the customers,before ending the call,always remember to ask if there is anything else you can do for them.End the call with a “thank you”.If the customers are angry,let them express their anger completely.　5　 Once they’ve finished speaking,try to calm them down by apologising. 

　　In a word,always remember that if the customers remain happy,you’ll be in business.

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