A good customer service attitude is not enough if no positive language is used, there is selective listening and no confirmation of satisfaction is in place. Positive language shows a willingness to serve and readiness to create customer loyalty. Using positive language especially when delivering bad news to a customer makes the customer feel valued and can come for another service even after the previous one failed. Listening to customers make them feel that they have been heard and understood and it is out of good listening skills that one can fully attend to the customers’ needs thus good service. Confirming customer satisfaction before they leave creates a feeling of care, the will to get it right and that the customer is the one who determines what is right. Polishing up to serve better than we have ever is an everyday business, walk with me!