@Latte31 - I have to say that no hassle returns are at the top of my list. I also think that it is important for the customer service associate to maintain eye contact as well as positive body language when dealing with customers especially if they are unhappy.
I think that too many people that work in customer service departments make the mistake of labeling customers and not offering to help them as best they could.
For example, I was in line at a store and the lady in front of me was buying something that she thought was on sale because it had a sign directly in front of the item that clearly said so. Well the item did not ring up the right price and when the customer service clerk verified the price she told the customer that it was an old sign and that the current price is the only price the she would honor.
This really made the customer mad because the sign did have a sale price on it and it was not the customer’s fault that the old sign was not pulled. Since the customer escalated the complaint to a store manager he honored the price on the sign, but the customer service clerk should have done this for the customer not had the customer do all of this work.
This type of indifference makes customers want to shop elsewhere and I recently read that customers tell eight to twenty people about bad experiences that they have had so this employee could cause the store to lose a lot of money in future sales.