Every conversation with customers starts with a smile, even when on the telephone. Smiling on a telephone call or during an online conversation sends out positive signals to customers. Look for ways to assist customers, even if they don’t ask for help. Suggest additional services customers might be interested in, offer to troubleshoot problems and follow up to ensure that the customer is satisfied with the outcome of the conversation. Instruct representatives to allow the customer to finish talking before they enter the conversation and ask questions based on the customer’s stated concern or problem.