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Does anyone still use these words? “May I”... “Please”... “Thank You”... or “You're Welcome”? These are just some examples of simple words of courtesy. These days, we probably don't hear these words as much as we used to. These seemingly very “elementary” words are very important in maintaining good interpersonal relations. In fact, these “courtesy words and phrases” are significant in terms of good customer service. Whether one works at a retail store or as part of a very people-driven call center operations. A “please” “thank you” together with a warm smile can turn an average, everyday visit in store into a very pleasant experience for a customer. With such simple courteous behavior, company employees can make a client or customer leave a store happy and convinced enough to come back to that store. Pleased customers will even tell their family and other people about the store because they were satisfied with the service.

Courtesy between individuals and among people in organizations has long been recognized as sign of respect and civility in different societies around the world. Even among parties with different points of view, such as the kinds that one would find in the chambers of the United Nations --- courteous behavior is still given such a high premium. Courtesy among individuals and countries sets a tone of mutual respect with which further productive dialog and successful outcomes may be achieved. In all its forms and styles, courtesy behavior has been hailed by kings, presidents, and religious leaders as behavior that “...provides a foundation of good manners and goodwill and from which all other good things may follow.”

In the customer service industry, courtesy means using accepted and appropriate words and manners, as interpreted from the customer's perspective. These words and manners are intended to meet and exceed the expectations of the customer. Courtesy is expressed as a wide range of respectful behaviors and positive attitudes. According to studies, there are certain personal characteristics and behaviors as essential elements of courteous behavior. They include:
· a willingness to discover opportunities to exceed the customer's expectations;

· sincerity;

· a friendly smile (even over the phone);

· using the person's last name (unless the customer indicates otherwise);

· a neat appearance;

· proper use of the language;

· exceptional listening skills (attentiveness);

· a relaxed and natural tone of voice;

· appropriate eye contact;

· clear communication at the customer's comprehension level; and

· knowledge about the product or service.

People’s attitudes and desires have changed so much that most of us automatically expect “good” customer service when we go into a store or place of business, or call for inquiries. When talking about customer service, people often think about specific tasks of handling calls, or greeting the public. It certainly includes these various tasks but it is much more than that. It is a whole approach to providing service to customers. It is having knowledge and skills to handle troublesome situations. Courteous customer service is treating people in a way so they feel their needs are met and they are respected. Customers, as well as most of us, are more willing to work with people to achieve a desired outcome when they feel they are being treated in a respectful manner.

A recent research also showed that employees who are highly valued and well-trained by their companies provide a higher level of service to their customers. Whether it is a vacationer checking into a five-star hotel, a beneficiary contacting the Social Security Administration, or a businessman inquiring for the latest mobile phone, customers should expect their needs to be addressed both competently and courteously. When it comes to dishing out customer service, courtesy is a sweetener. Sprinkle a little on each part of the call and the experience will be more appetizing for the customer!

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