Manners Matter℠

Manners Matter - Introduction

While it may seem simple, manners help create service experiences that keep customers coming back time after time. This series covers the basics around why manners matter for customer service.

Please and thank you

“Please” and “thank you” may seem like insignificant words; however, when used sincerely, the impact they have on customer service interactions is big.

Apologizing the right way

It’s inevitable that a situation will arise when dealing with customers that requires you to apologize. Ensure your apology hits all the right notes, and avoid getting defensive or placing blame.

You’re welcome

When someone thanks you, it’s a chance to reinforce kindness by responding appropriately. Saying “you’re welcome,” or an equivalent phrase, acknowledges the customer’s gratitude.

Tone and body language

Good manners should both sound and feel polite. Your tone and body language should match the polite words you’re saying.

Cultural and situational awareness

Manners that are friendly in one situation might be too casual, or even rude, in another. Match the customer’s energy to make interactions smoother and more respectful.

Creating rapport

Rapport is the secret ingredient to great customer service. Strong rapport helps you de-escalate conflicts, builds customer loyalty and creates positive customer interactions.

Building rapport online

Building rapport can feel harder online or over the phone, but it’s just as important as in-person. Tone, timing and word choice are all important for digital service. Goal: The goal of this course is to demonstrate the importance of building rapport when delivering digital customer service.

Polite problem solving in action

While manners might seem like a small thing, they have a huge impact. By putting together everything you’ve learned so far, you’ll be able to ensure your interactions feel natural and warm.