Always remember the importance of good communication even in difficult situations. It can make the difference between a positive customer experience for repeat business or an unhappy customer that dose not return.

Listening:

• Give your full attention to the speaker
• Do not interrupt
• Maintain eye contact
• Use positive body language
• Use active listening signals such as head movement for agreement

Verbal:

• Be open
• Be honest
• Be courteous
• Be constructive
• Do not promote defensiveness

Written:

• Write with a clear purpose in mind
• Precision of message
• Non confrontational
• A hand written card/thank you is always a nice touch