Focus your attention and be present

Apologize sincerely when needed

Acknowledge concerns

Apply the 2-minute rule

Make assurances and follow through

Apply the 2-minute rule

Convey that you are ready and happy to help

See things through the customer's or team member's lens

Appreciate what's positive

Show humility by admitting when you don't know the answer and finding it.

Show sincere interest

Show thanks for the chance to assist