Philadelphia Welcomes ACUP

Devis stressed that the customer is the most important person to the in-plant. Employees should understand that customers do not interrupt their work, but are the purpose for it; customers don't depend on you, you depend on them.

To keep customers in good spirits, he said, answer phones promptly and never keep customers on hold longer than a minute. CSRs should always sound pleasant and pay attention to what the customer is saying, he said, since tone of voice can account for 82 percent of a message's impact.