1. Professional image

• How you look, speak, first impressions
• Turnoffs: lack of interest; no welcome; not using name; poor first impressions in writing - badly presented letters/emails

2. Willingness to help

• Enthusiasm and responsiveness - "I'd like to help"
• Turnoffs: attitude that the customer is in the way; sighs; lack of eye-contact; 'robot' approach; continuing personal phone calls, chats

3. Superb listening

• Actively listen for needs, summarise
• Turnoffs: talking over the top; "You should have..."; "You should be..."

4. Questioning

• Open questions - why, how, "What do you think?"
• Turnoffs: making assumptions - "So you want..."; multiple barrelled questions; failing to invite suggestions, opinions

5. Product knowledge

• Know products, services and policies
• Turnoffs: no information - person doesn't know the products or services; too much jargon - person goes on and on (need succinct information, appropriate advice)

6. Efficiency

• Accuracy and timeliness
• Turnoffs: getting details wrong; lack of checking; expecting customer to wait (need to offer to call back, be good at managing priorities)

7. Keeping promises

• Be specific, commit personally
• Turnoffs: vague commitments - "I'll get back to you later"; no specifics; no follow through

8. Providing extra

• Go beyond the basics - exceed expectations
• Not necessarily 'freebies ' - any unanticipated action that is a pleasant surprise
• Turnoff: service is below what is expected

9. Solving problems

• Take responsibility, find answers, following up
• Turnoffs: failing to apologise - need "I'm sorry this has happened/sorry you're upset"; defensiveness - "It wasn't my fault"

10. Open to improvement

• Welcome feedback, learn from mistakes
• Turnoff: being defensive when faced with a complaint or suggestion