The WebSmartIdeas aims to promote and disseminate good creative ideas to improve society.

AVOID!

• APATHY: The 'I don't care' attitude really shows.
• COLDNESS: Any action or comment that says to the customer, "you're bothering me, you're a nuisance, go away". Examples are bluntness, unfriendliness, and a classic … not looking at the customer when talking to them (your mind is elsewhere).
• CONDESCENSION: The customer should never feel that he/she lacks knowledge or understanding. They should never feel inferior or foolish when it's their investment you are after. Consultants and professional advisers do not tell their clients what to do, to avoid any possible liability they provide options and let the person 'paying', decide. Try not to use phrases such as; "You must … You should … You have to … You need to … etc. Do not give your customers orders, you have no right to tell them what their next action must be, they'll walk away.
• BRUSH OFF: "I don't know … It's not my job … It's not this department" are all negative brush offs. Instead, try "Let me find out for you …" and put a little positive effort in. Another classic brush off that is more common than most realise, is the assumption that a customer's priority is price over quality and value.
• ROBOTISM: "Thank-you-have-a-nice-day". Where's the warmth, individuality and personality? 
• RULE BOOK: There are always exceptions to the rulebook. Common sense and customer satisfaction should prevail.
• RUN-AROUND: "Sorry you will have to ask my manager … I don't handle that"

Or watch your business walk out the door!