Reading through BusinessWeek’s primer on customer service, I was delighted to discover a list of “magic words” that make customers happy. I think I may put a few of these on post-its and scatter them about my office so they’re always handy:

• How can I help?
  Customers want the opportunity to explain in detail what they want and need. Too often, business owners feel the desire or the obligation to guess what customers need rather than carefully listening first. By asking how you can help, you begin the dialogue on a positive note.
• Monday means Monday.
  Your customers are waiting to hear you say “I deliver on time.” The business that consistently does so is a rarity and will be remembered.
• I appreciate your business.
  This means more than a simple “Thanks for the order.” Genuine appreciation involves follow-up calls, offering to answer questions, and making sure everything is performing satisfactorily.

  read the primer…