Improving staff understanding of the impact the ways in which they deal with customers can have a positive effect on overall customer satisfaction.
When staff understand that the way in which they speak to customers can alter customer perceptions and experiences, they are more likely to alter their behaviour. As customers we all have expectations of the service we are going to have. Sometimes these expectations are not realistic and it is a skill for staff to be able to manage customer expectations.
It is far better to under promise and over deliver rather than over promise and under deliver.