I learned a lot researching and writing about customer service for the upcoming September issue of Instore.

Paco Underhill writes in his new book, "What Women Want: The Global Marketplace Turns Female Friendly," that women feel more comfortable buying from other women. They (we) are also drawn to an environment with curves and soft edges, spotlessly clean surroundings, attractive restrooms and large and conveniently located mirrors.

Another book I perused for this article was "The Power of Nice: How to Conquer the Business World With Kindness," by Linda Kaplan Thaler and Robin Koval. Here's a sample of their advice, easily adapted to customer service: “We’re an insecure species. That’s why you need to do a little work to help others relax and show that you’re a friend. Your body language can speak volumes on this score. There are lots of ways to tell people, “I’m unarmed.” Getting up from your desk and sitting next to a visitor is one. Having open body language – arms and legs uncrossed – is another. Tilting your head signals, “I’m interested.” Opening both palms tells the other person, “I’m being straight with you.” 

More advice from "The Power of Nice": 

Practice smiling: Smile at strangers on the street. If you live in a crowded city, where people are constantly whizzing by, pick one person on every city block. Start with children, or even dogs. Then smile at adults who look friendly and receptive. After a time, you’ll be ready to smile at even the most crabby-looking person. He or she may or may not return the favor, but that’s not the point. You want to get to the point where smiling is as natural for you as breathing. 

What are you doing to prepare to offer exceptional customer service this holiday season?