One of the most overlooked ways to keep customers happy isn't expensive, doesn't involve a lot of planning and is a great way to keep problems from escalating.
Be nice!
Yes, I know, I'm always saying that good customer service is more than just being nice to people... and it is. However, "niceness" can be a great tool for difusing a situation. For example, waiting on line at a checkout, a transaction with another customer is taking very long: it makes sense for the cashier to take a moment from the current transaction to acknowledge the next customer in line. In an ideal world, there's another cashier ready to open up and help the line along. However, in many situations these days the staff simply isn't there. Acknowledging the problem, visibly trying to finish quickly without shortchanging the customer with the problem, will create an atmosphere of goodwill.
Niceness counts.
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