What is it: Focus on habits of great customer service, and you’ll soon enjoy the dividends. Build the habit of “wow.” Wow moments, by definition, are unexpected instances extraordinary, memorable customer service. But just because they’re unexpected for the customer doesn’t mean you can’t plan for them.
Why is it important: Develop the habit of great hellos. The two easiest moments for your customer to remember (everything else being equal) are how they were treated at the beginning and ending of their time with you. So, make it habitual to apply your best customer service skills in the very moments when you answer a phone or when a customer first encounters you in person.