Regardless of the industry, be it banking, retail or healthcare, thriving businesses know about the ultimate game changer in retaining profit: customer service.

Customer service goes a long way to garnering and retaining customers. Of course, if your goodwill is essential and customers are unable to get it anywhere else, they will surely still come, but your goodwill as a brand may not be as strong as it ought to be.

According to Dale Carnegie, effective customer service makes a positive impression in the minds of current and future customers.

Here are 5 tips on how to optimise customer service for effective branding and business development:

1. EFFECTIVE COMMUNICATION

Communicate effectively with your customers by preparing answers to questions they might ask, leaving no room for ambiguity of miscommunication.

Under no circumstance should a customer representative be clueless as to a customer or client’s need.

In the very least you should point the customer to resources that would give them clues as to getting what they want

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2. TREAT EVERY CUSTOMER’S NAME WITH RESPECT

Whether you work in customer service at a bank or other platform where data entry as to names of customers is required, do not ever (not even subtly) make fun of your customer's name, no matter how weird sounding it may be.

3.  ADOPT A POSITIVE BODY LANGUAGE

Your body language is especially important if you are a cashier at a bank or at a departmental store. Try not to carry your mood on your face. Better still quash your mood and put on a genuine smile on your face.

Bad moods are infectious and you do not want to be a harbinger of bad moods as you stand as an ambassador for your brand. You must develop capacity to cater to a long line of customers without wavering your positive disposition

4.  DO NOT ENGAGE IN CHIT CHAT WITH CO-WORKERS

Do not engage in chitchat with other workers when you are supposed to be handling things for a customer.

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5. INFUSE SAVOURY SCENTS INTO THE ATMOSPHERE

Take away any unseemly odours. This is IMPERATIVE. Let the area of interaction with your customers not only be odour free but filled with a savoury scent

Written By Ose Binitie.

Ose Binitie is an LLM graduate of Commercial and Corporate law. Glean flesh content from her blogs at and