The six most common customer expectations! (1.) Friendliness. Greet me with a smile. Introduce yourself and offer me assistance. It really frustrates me if I'm not listened to. Ask appropriate questions. Clarify if you're unsure. (2.) Empathize with the customer's situation. Thank them and offer a solution. (3.) Accuracy. Give the correct information. Know your products and provide next steps. (4.) Professionalism. Speak loud and clear. Speak slower and pause if necessary. (5.) Promptness. Have the information ready. Do not delay in providing an answer. (6.) Honesty. Tell the truth and be as honest as possible. Do not play the blame game. LAST原則： listen apologize solution thank