Excellent customer service is all about communication. Demonstrating to our customers that we are listening to them and value their feedback, combined with the ability to convey clear messages with warmth and empathy will enhance our customers’ experience, however transitory. Basic principles such as making your customer feel at ease, listening attentively or knowing when to say sorry can all make the difference and, more importantly, make our customers feel that they are important to us. Research shows that happy customers not only come back but also tell other people to come and try us out! So why do some many organizations, be they retail outfits, restaurants or large banks get it so wrong and so often? Very often the answer is in the communication skills training that they provide their staff and the ongoing coaching and support that ensures standards are kept high.