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Personalising customer service is one of the best methods to achieve excellence in customer service. Fill in the blanks below from the learner guide Chapter $1\mathrm{.}4$ and $1\mathrm{.}5$

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your customers and make them feel welcome.

Respond in a way appropriate to the customer's

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and lifestyle.

Use your customer's

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$.$

Ask

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questions to find out their needs.

Really

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and reflect back to the customer a summary of their needs.

Appear genuinely

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in the customer as well as their situation.

Demonstrate

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when the customer shares a difficult or poor experience