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Starting A Customer Conversation Successfully |
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Written by Robert Bacal
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Thursday, 26 February 2004 |
Whether you deal with customers in person or on the phone, the way yuo begin a conversation or interaction will affect how the customer treats you. You know what they say -- first impressions are hard to change. Compare the way that you begin customer interactions with our suggested inclusions.
- An affective greeting includes:
- appropriate nonverbal behavior
- eye contact posture
- that indicates interest
- appropriate tone of voice
- Generating Rapport - When a client approaches you, your greeting should be short and to the point. But sometimes, it is more appropriate to spend a bit of time in conversation before getting down to business. .....spend a minute or two asking questions or talking on subjects other than the reason you are there. The purpose is to establish a form of relationship with the individual, or to recognize that a relationship already exists.
- Using Names - People like to hear their own names. Likewise, they like to know your name. The use of names helps both parties see each other as real people, and as unique individuals. When possible you want to use the person's name as early as you can. You probably want to give your name, if that is appropriate.
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing cusomter hostility, click here. |
Customer Service 
