Why is courtesy important in customer service?

Because the courtesy is a behaviour which require to deal witha different customers who have different traits and behaviors. You need to gain the trust and satisfecation of customers to keep them.

thank you Mr. Vaiyapuri. i agree with your excellent answer.

Courtesy plays an important role in customer service, every customer is important whether he gives less business or high it doesn't matter.

A happy customer invites/refers other customers and shows positives of the company which inturn creates profits for company.

Courtesy is one of the great intangibles that influences customer experience. Here are some others to consider:

Attentiveness

When a customer is telling you his issue, give them your complete attention. Customers consistently tell us they hate dealing with employees who don’t listen or pay attention.

When you begin talking with a customer, stop whatever else you are doing and focus on them. Don’t multi-task. Don’t half-listen. Write down what they are telling you and get specifics from them. Make appropriate eye contact, listen, nod and show them you are paying attention. Then confirm that you understand.

Tact

You may not be the owner, but you should care like you’re the owner. Not all owners or executives make great leaders, but the ones that are should be emulated. Watch how they take pride in how they deal with customers and employees. Watch their tact. Then copy them. Act and care like you are the owner.

When talking with a new customer, give them your full name and get theirs right away. This makes your conversation more personal and enables you to better connect with your customer.

It also tells your customer you’re willing to be accountable for helping them because if you don’t, they know who you are.

Don’t forget to say, “Thank you!” It would be remiss of me not to remind you to show appreciation.

Understanding

Remember this; little details can often create big experiences. Pay attention to and fully understand all the details. Figure out the details that your customers enjoy and make them a routine part of doing business with you.

Sensitivity

Use language that demonstrates you think in terms of customer centric. Put customer needs ahead of your own. Design your processes and policies with your customer in mind. An example often overlooked … update phone messages to be customer centric.

Helpfulness

Think creatively when solving customer issues. See your customer as someone who needs your help. But to deliver WOW service, remember your customers are there because they want and need YOUR help. And remember how good it feels to help someone in need! Go the extra mile.

Flow

No one knows what your customers want better than your customers. If you ask them with genuine interest, they will tell you. So ask them and heed their advice. Go with their flow.

Satisfaction

Focus on what you can do, not what you can’t. Always follow up and follow through to increase customer satisfaction.

One of the biggest complaints people have is they never hear back from sales or service employees. Someone promises to do something and it never happens.

An easy way to thrill your customers is to simply do what you say you will. Whatever you promise, do it promptly, thoroughly and accurately. Then do a little more. It thrills them every time!

Knowledge

Use language that demonstrates you think in terms of customer centric. Put customer needs ahead of your own. Design your processes and policies with your customer in mind. An example often overlooked … update phone messages to be customer centric.

Attitude

Be sure and set aside time to look at the big picture which controls your attitude. Things are never constant or ever as they seem. Your big picture analysis is essential in helping you adapt to change.