Personal Guidelines for Exceptional Customer Service: Lesley’s Top Tips

Lesley
Aug 12
4 min read

Updated: Aug 14

Providing exceptional customer service isn’t about following a script—it’s about consistently stepping up with empathy, clarity, and a solutions-first approach. Today I’m sharing my personal customer service guidelines, along with the “why” behind each tip. These principles don’t just help your clients—they build a reputation for your company as one that truly listens and cares.

Whether you’re running an e-commerce business, managing a small team, or working with high-end products (like we do at CX by Pagan), these core values will help set the tone for every customer interaction.

1) If You Are Not 100% Sure—You Don’t Know

Don’t answer a customer unless you’re certain.

That may sound harsh, but giving incorrect information can do way more damage than a simple, “Let me double-check that for you.” It only takes one wrong answer for a customer to lose trust in your company.

Why This Matters:

Customers expect reliable advice and answers, especially when they’re investing in something important or high-end.
Admitting you’re not sure and asking for help is a sign of responsibility—not weakness.

Pro Tip: Practice saying, “That’s a great question. Let me confirm so I give you the most accurate answer possible.” Your confidence comes from knowing your limits and being honest about them.

2) Do Not Tell a Customer “No”

There’s always a way to help. “No” ends the conversation—but we’re here to find solutions.

It’s easy to default to “we can’t” or “that’s not possible,” but most of the time, customers just want to be heard and supported. If you hit a wall and truly have no idea how to help, loop in a teammate or supervisor before shutting the customer down.

Why This Matters:

“No” feels final to a customer. It signals that they’re wasting their time.
Approaching every interaction with creativity encourages win-win outcomes and shows you genuinely care.

Pro Tip: If you’re stuck, say: “Let me see what options we have—I want to make this right for you.” If there’s truly nothing you can do, be transparent and offer a sincere alternative or compromise.

3) Do Not Be Terse

Don’t match negative energy. Even if a customer is upset, keep it cool, calm, and kind.

Resist the urge to “fight fire with fire.” If a customer’s having a bad day (and taking it out on you), remember, it’s not personal. Think of yourself as a Disney Princess or Prince Charming—unshakeably polite, always positive, and ready to help.

Why This Matters:

Your tone sets the vibe for the whole interaction. Friendly, composed service de-escalates upset customers and turns tricky moments into opportunities to impress.
Customers often remember how you made them feel, not just what you did.

Pro Tip: If a customer crosses the line with abusive language or yelling, stay professional. Let them know you’ll transfer them to a manager or appropriate contact, and reach out for backup if needed.

4) Get Rid of the Following Words from Your Vocabulary

Our words shape how customers perceive us—and even a single phrase can undermine trust or certainty. Here are a few forbidden words (and why you should avoid them):

“Unfortunately” – Implies you’re powerless to help or that you’re just shutting down their request.
“I don’t know” – Comes across as not caring or not trying.
“Hope/I hope” – Sounds uncertain or halfhearted, when confidence is what’s needed.
“Should” – Leaves doubt about the resolution (“it should work” isn’t a promise).
Any reference to legality – “We can’t do that for legal reasons” opens a can of worms and suggests you’re playing lawyer. Just stick to company policies.

Why This Matters:

Removing these words doesn’t just polish your delivery—it trains you to communicate clearer, more positive solutions.

Pro Tip: Swap those weak phrases for ones that project confidence and care. For example:

“Here’s what I can do for you…”
“Let me find the best way to resolve this.”
“Thank you for your patience. Let’s work together on a solution.”

5) Be Empathetic Toward Customers

Treat every customer like they matter—because they do.

Empathy isn’t just about listening; it’s about letting customers know you understand and value their point of view. Especially when you sell high-end or specialized products, your service must match the quality of what you offer.

Why This Matters:

Empathy builds loyalty. When customers feel seen and heard, they’re much more likely to come back—and tell their friends.
Empathy is a competitive advantage. Most companies can ship a product, but not all make customers feel special.

Pro Tip: Put yourself in the customer’s shoes. Instead of just apologizing, try: “I can imagine how frustrating that must be—you made the right call by reaching out. Let’s fix this together.”

Real Life: Why These Guidelines Work

Let’s break down how these tips play out in the real world:

Trust is currency. High-end clients, especially in fields like ours, expect a concierge-level experience. Every honest, helpful answer is a deposit in the trust bank.
Small moments add up. The words you use, the willingness to get help when you’re stuck, and your calm kindness during rough calls—these aren’t just “nice to have.” They’re the difference between “one-and-done” buyers and lifelong loyalists.
It all comes back to culture. If everyone on your team lives these guidelines, customers will notice—and your business will stand apart from competitors who just go through the motions.

Need More Guidance?

We’re committed to raising the bar on customer experience—for every kind of business. If you’d like a custom training session or want to know more about our upcoming customer service class, head over to CX by Pagan for more details or to get in touch.

Quick Reference: Lesley’s Customer Service Dos & Don’ts

Do	Don’t
Double-check answers if unsure	Guess or make things up
Seek solutions (never just “No”)	Shut down conversations
Stay kind, even under pressure	Get terse or match a customer’s anger
Use confident, clear language	Use negative or uncertain words
Always show empathy	Treat customers like problems

Print out these dos & don’ts. Put them by your phone or at your desk as a reminder—exceptional service isn’t complicated, but it does require consistency and care.

Exceptional customer service isn’t about grand gestures or complicated techniques; it’s about the small, intentional choices you make every time you interact with someone new. Start with these guidelines, and you’ll set the standard others want to follow.

If you’re interested in our upcoming class, drop a comment or reach out—because great service starts with learning, and I’d love to help you and your team get there.