It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team approach customers positively. Chapter 1: Dropping Your Emotional Baggage. You can choose who you want to be at work. Leave your baggage at the door and give yourself a fresh start every day. Don’t let your problems become your customer’s problems or you’ll end up in a negative spiral. Think about enjoying the positivity of helping people. Chapter 2: S.T.A.N.C.E Make a great first impression, remember your S.T.A.N.C.E. Smile, have a friendly Tone, your Appearance is important, as is using the customer’s Name. Always be Customer Focused and maintain Eye-Contact so they are engaged and feel valued. Chapter 3: How Not to Approach People. "Be aware of your body language and don’t become one of the five monsters of customer service. Be available and open, don’t put barriers of any kind between you and visitors. Have a genuine smile, be natural and stay alert. Chapter 4: A Human Touch. Remember your customers are also your guests, so acknowledge them straight away, especially if you aren’t able to serve them immediately. Keep your approach fresh - you may have done this a thousand times but this is their first impression. Use the human touch, to give them an excellent first impression.