29 mins, 2008        [password required] Key Topics Customer Care Handling Complaints Communications Without happy customers a business can't survive. But how do you make them happy? How do you keep them happy? Staff of the Dickens World theme park and the upmarket MacDonald hotel chain give the view from the sharp end. FIRST IMPRESSIONS: A friendly smile and open body language are vital to customer service - but it's also important to realise that every customer is different and has different needs. First impressions are critical. But customers often get their first impressions from a company's website - and this needs special attention. COMPLAINTS: Handling complaints is an essential part of customer service. It's important to apologise - even if it isn't the company's fault. Difficult customers are a particular challenge. Customers can be internal customers, too - in other words, members of staff. Happy customers inside the company will mean happy customers outside the company. Staff will provide better service if they feel valued and their morale is high. TEAMWORKING & TRAINING: Underpinning customer service in both the hotel chain and the theme park is a system of close-knit team-working. Everyone has an important part to play. Training is essential - not just in dealing with customers but in all aspects of the business. Having set standards and using "mystery shoppers" also help to keep customer service up to scratch.