Dear Readers,
Do you know that it is very easy to turn your day to day interactions with clients to a routine forgetting the fact that no two issues are exactly the same?
To connect, establish and/or build a healthy rapport with your clients in the course of a discussion, endeavor to do this.
Not with apathy though as this will be evident in the final output of the discussion but carefully taking note of issues of concern.
Ask close ended questions with such words as What? When? and Who? to narrow down the information gathered.
Use open ended questions where more information is required with words like Why? and How?. This allows the customer to open up and express themselves better.
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| The listening Process | | | | | | |
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Following the process above helps to build good rapport not just with a client, it works for friends too.
Try it out!
There is nothing as rewarding as using the right words at the right time with the intended message undistorted.
These words help;
- I can
- We will
- It will be my pleasure
Avoid these words that severe the relationship between a client and an organization
A genuine positive communication comes from a heart, with a calm tone of voice, full if empathy and willing to help.
Either via face to face interaction, over the telephone or via e-mail, you can touch the heart of a client using these words.
Have a warm evening!
Bimbo,
The second principle of service we will be discussing is the simple but expensive art of Courtesy!
Simple because as little and ignorable as they appear, it is capable of turning a customer experience around in your favour and expensive because it can cost you your business when downplayed or taken out.
Learn to use these magic words and see how things turn around.
- May I: Be polite when demanding anything or information from your clients.
- Please/ Sorry; Do not hold back an apology where a customer expresses disappointment at a failed service or where it is apparent.
- Excuse: Seek and be sure to have the consent of your client before placing the call on hold or leaving them for other tasks even if its in the process of granting their request.
- Thank You; Be generous in your expression gratitude to your clients either for their patronage, stopping by or assisting with information in the process of attending to them.
- Pardon Me: Should you have a challenge comprehending or hearing your customer clearly, be nice about requesting that they repeat themselves.
Everyone likes to be treated 'Special" even you so Why Not if this is all it takes?
Food for thought...
Bimbo,
Hello Dear Readers!
It's the first day in the month of November 2013 and want to use this medium to wish you all a happy new month.
Back to the subject of the day, we will be talking about the five (5) key principles of SERVICE one after the other.
This is to further guide us in understanding what our roles are as customer service personnel, what to look out for as employers of labour and as customers.
The first of them all is ATTITUDE.
Attitude is simply a learned behaviour which leaves you with a choice of making it positive or negative
It is important to note that customers are your job and not your problem" .
We therefore need to get it right each and every time with them.
Ensure to set your mood right, be ready to work, enjoy what you are doing, challenge yourself dare to be better with each interaction, show empathy, do not multiply complaints like this!
Having a positive attitude definitely makes all the difference and makes it easy to apply the other principles we will be discussing in next few posts.
An obvious positive change in your attitude can have a great influence on a colleague producing a ripple effect on a number of others and eventually resulting in a more customer-centric organization.
I challenge you to strengthen the service chain from your link till all weak links are completely eliminated.
Once again have a great month!.
Bimbo,
