Pro Way Development
April 2014 
No matter what our industry, role or level in an organization we all have customers. This means that we all need to excel at customer service, whether our customers are internal such as another department or external such as a client making a purchase from our organization. Read on to learn about customer services with a S. M. I. L. E. 
Do not forget five key actions: Smile, Maintain approach-ability, Inquire, Locate answers and Express appreciation.  


 S.M.I.L.E. at Your Customers

Smile, and provide service.

In the retail world it is important to greet customers, smile and make eye contact, sometimes giving your name and offering assistance. When working with colleagues it means making the time to develop a relationship, understand their needs and getting work done on time.

Maintain Approach-ability 
When shopping we want service professionals to be visible which is why many stores require uniforms for us to identify resources as needed. It is also important for us to make ourselves approachable at work to co-workers even if we can't help them at that exact moment.

Inquire and listen 
You are in business to serve your customers, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service.  
Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, and body.

Locate the Answer 
You don't have to be an expert at everything. Making up an answer to a client's question can make the problem worse. Don't be afraid to say "I don't know" but be sure to say when and how you will respond.

Express appreciation and follow up. 
Too often we are quick to criticize and slow to praise. Catch your employees doing something right. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for you and your customers. Appreciation stems from the top. 

Needless to say applying these principles will do wonders for your personal relationships as well.  


 Pro Way Development Service Success 
Here's what one of our clients said about my training and consulting skills:
"Laura is an engaged instructor, a personable facilitator and an excellent resource. I thoroughly enjoyed her as a person, and her training far exceeded my expectations. The results are obvious as I watch my team's interactions post-training." 


Click here to read more from this and other satisfied clients.


Contact Pro Way Development for cost-effective programs on a variety of soft skills training and coaching so that you, your team and your organization have the ability to reach your financial goals.


Sincerely Logo


Laura Jacob


Visit us on

Like us on FacebookView our profile on LinkedIn 




 Pro Way Development


Pro Way Development is your source for employee training, executive coaching and meeting management.


Our services include:

  • Training to increase employee skills
  • Consulting services to manage employee relations issues
  • Meeting facilitation services so you can focus on your content
  • HR advice to motivate the right behaviors for profit and growth.  

To learn more about

Pro Way Development, please visit our website.

 About Laura Jacob


Laura works with companies to ensure that their business plan includes a plan give employees and leaders the skills to communicate, manage and lead the organization to drive business growth.  



In addition to holding degrees in Psychology and Industrial Relations, Laura is certified as a Professional in Human Resources and a 6 Sigma Greenbelt. 

She is a requested speaker on time management, management fundamentals and working across generations.

Laura's teaching and facilitation style is highly interactive and ensures engagement of participants and the transmission of learning. Participants describe her as "keeps things fun, interesting, stays on task and is very learned and knowledgeable about the subject matter," and "able to engage even those hesitant to participate." 

She is also adjunct faculty at the University of Bridgeport and Manhattanville colleges where she teaches adult undergraduates and graduates on a variety of management topics. 
Join Our Mailing List to Receive Business Management Tips!