Welcoming Your Customer
	Greet your customers, welcome them to your company. It's shocking how often this doesn't happen.
	If you recognize a returning customer, indicate that in your greeting: "It's so nice to see you again. How have you been?" This will be worth a lot to your relationship.
	State your first name and offer assistance to your customer: "My name is Dave. How can I help you today?"
	Call the customer by name at least three times during your transaction: once when you greet them, once when you say good-bye and once in-between.
	Keep communications pleasant but professional. Using the customer's last name when addressing them shows respect. After the customer has indicated what they need or want, tell them that you will be glad to help them: "I'll be happy to get that for you."
Dealing With a Misunderstanding
	There's no benefit in arguing with a customer, even when you are right. Be patient. Listen to them. Ask questions that get them talking. Uncover why there is a misunderstanding.
	Paraphrase the customer's question, problem or concern. Now get agreement from them that you are correct. You do not want to be solving the wrong problem! "So today you are calling about the incomplete shipment you received. Is that right?"
	After you have generated a solution to the customer's problem, state it and get agreement that this is satisfactory. This is especially important if the customer will be taking some action as part of the problem solving. "We agreed that I will be sending you a new invoice today that shows an adjusted balance due. And you will be sending us a check for the corrected amount within five days of receiving the invoice. Is that right?"