Effective customer service is more important now than ever before. Consumers are choosing more carefully, and more wisely, the services and the goods on which they spend their money. There are many mistakes that salespeople may make unknowingly, that will send a prospective customer or client out the door for good. These are simple aspects of behavior that are very easy to avoid.
The meet and greet, the first impression, is extremely important. This is just the beginning of the transaction or the business relationship, and it is essential to avoid a bad first impression, at all costs. One way to accomplish this is to simply…not ignore the person who just walked through your door, or who is waiting on hold on your phone. If it is necessary for them to wait for a few moments, just let them know.
Every business, every wisely run and successful business, will be busy from time to time, and hopefully more often than not. If one is busy with a current customer, and other customers are waiting, establishing eye contact or the saying of just a few words to them in greeting, will let them know, that you know they are there. That’s all it takes in those moments really. During these busy times it is easy to become distracted either by tasks or other clients. These messages conveyed through eye contact and verbal ‘hellos’ will ensure that the new customers know you have seen then and that you are aware of their needs.
Many corporations now require employees to repeat the same phrases. One is repeatedly asked in coffee shops… whether you would like a pastry along with your latte, or in the checkout line at department stores, you they would like to open a credit card account. These scripts when delivered in a rote manner are heard in that manner. When delivering greetings and messages that are required by management, or those that are repeated day after day, it is important to keep them as fresh as possible. Just a few alterations in customer service and the methods in which that is carried out, will make a difference in the success of any company that is operating in the world, and its economy, today.
Find out more about Dale Carnegie Training’s Customer Service Programs