THE FEEL GOOD FACTOR IN CUSTOMER SERVICE A challenge in working in customer service is to ensure that you have focused your attentionon the right key areas, measured by the right Key Performance Indicator (KPI) . One of the mostimportant aspects of a customer service KPI is what is often referred to as the Feel Good Factor.Basically the goal is not only to help the customer have a good experience, but to offer anexperience that exceeds expectations. Several key points are listed as follows：Know what products/service you are offering from back to front. In other words, be aninformation expert. It is okay to say I don’ t know, but it should always be followed up bybut let me find out or possibly but this person will be able to assist you. Whatever the situationmay be, make sure that you don’ t leave your customer with an unanswered question.Most of the communication that you relay to others is done through body language. If youhave negative body language when you communicate with others, it shows that you don' t care.Two of the most important aspects of positive body language are smiling and eye contact. Makesure to look your customers in the eye. It shows that we are listening to them and hearingwhat they are saying. And of course smiling is more inviting than a blank look or frown.Nothing surprises your customers more than an employee going the extra mile to help them.Always look for ways to go above and beyond the expectations of your customers. In doing so,it helps them to know that you care and it will leave them with the Feel Good Factor that youare searching for. 1. The goal of customer service is to give customers an experience that meets their expectations.