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DO's Stand approximately 4 feet away from the customer at a 45-degree angle. Hands open and receptive at your sides. Acknowledge challenging questions and then re-direct to the issue at hand. Anticipate but do no expect. Actively listen. Pay attention using eye contact and verbal "nods". Be sensitive to any Language or culture communication barriers. . Paraphrase unreasonable statements. Treat them, as you would like to be treated. Always speak respectfully. Give positive feedback if possible.

DON'TS Stand face to face. Point fingers. Fake intentions. Make accusing statements. Be Judgmental. Be indifferent or misleading. Take it personally. Blame the customer. Tell them to "Calm Down". Interrupt, especially when they are venting.

MAKE THAT FIRST IMPRESSION LAST - Greet people politely, professionally - " Good morning sir." It's crucial to get a positive start to a conversation. Identify yourself - personalize the meeting. This takes away the "them & us" situation. Always use your full name and position as this will establish your position of authority. Communicate - explain your involvement in the meeting. This reduces any anxiety and tension. Communication cannot take place unless there is an understanding of what is going on. Opportunity to Respond - Let people have their say. Actively listen and use non-verbal "nods" to reassure them you are interested. NEVER interrupt, this only adds to the anxiety and is an irritant. Informing of Action - Give options for solutions where possible and explain any likely outcomes. When a final decision/agreement is made, advise the customer at once. 6. Closure - keep it simple & professional. Always thank them for something. If it's a negative outcome, then you can at least thank them for listening, their patience or their understanding.