It's usually fine to be less formal with younger people, but older customers often don't appreciate being called "you guys"or similar. Use your common sense, and be polite. Remember, no one objects to being called "sir"or "madam"? B. Use Positive Body Language and Verbal Language Customers don't want their day affected by your bad day! Look as though you're happy that the customer has come Into your shop or restaurant and look as though you want to serve him/her Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, it facilitates finding a solution .When the outcome takes center stage, it reduces the odds that customers will be upset. C. . Strategies for When Things Get Busy There's always a time when there are lots of people to deal with at the same time. Everyone expects at some time to be kept walting, but if they see people trying to get them served, they'll be happier. Here are some tips: speak to the waiting customers and tell them you're trying to get to them. Try and get extra help to deal with the waiting customers. Don't answer the phone when there are waiting customers. Don't allow a talkative customer to take up too much of your time when others are waiting. Apologize to customers who have walted. D. Stay calm when Dealling with Angry Customers Sometimes you'll have to deal with someone with a bad attitude. Stay calm, don't take anything to heart and be polite, no matter what the customers say. Sometimes, the customer will be right, so listen carefully, be sympethetic and apologize with genuline feeling. Often this approach will calm the customer down. If you start to be abused,Just ask your manager to take over. If you can, take a short break afterwards and remind yourself It's not your fault. Allow yourself to calm down - you'll probably be angry Inside! E. Create a Professional Atmosphere Dress smartly with ironed clothes, make sure your hair is tidy, be clean shaven (If you're a man), have clean hands, eat or drink In your break room, never swear and don't talk about customers in front of other customers. 1. Don't take a phone call in front of customers. 2. Smile when you see customers. square 3. Never use bad language if customers might hear you. square 4. Don't take customer rudeness personally. square 5. Don't chat for too long with customers. square 6. Address people in an appropriate way.