The 10 most important words: “I apologize for our mistake. Let me make it right.” – When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize and then ask what you can do to make it right.

The 9 most important words: “Thank you for your business. Please come back again.” – Repeat customers cost less than new customers and are often more loyal.

The 8 most important words: “I’m not sure, but I will find out.” – It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job.

The 7 most important words: “What else can I do for you?” - Be prepared to go the extra mile, there is less competition there.

The 6 most important words: “What is most convenient for you?” – Your customers will be pleasantly surprised when you ask what’s convenient for them.

The 5 most important words: “How may I serve you?” – This question reinforces your role in the relationship. Play that role the best you can.

The 4 most important words: “How did we do?” – Feedback is critical. Your customers have a unique perspective and they appreciate being asked.

The 3 most important words: “Glad you’re here!” -  Customers who feel welcome spend more time, more money and are more likely to return.

The 2 most important words: “Thank you.” – Basic manners …. but how often do you get thanked when you’re the customer?

The MOST important word: “YES!”

Excerpts taken from Mac Anderson’s Customer Love: Great Stories About Great Service.