To have a quality staff that respects themselves, their management and their customers, it is imperative to have a good internal customer service program for everyone to follow:
1. CREATE EFFECTIVE FIRST IMPRESSIONS. Because that first (and critical) impression is made in as little as seven seconds, it is imperative to immediately form a good first impression. Our posture, appearance, attitude and communication skills can create a professional, welcoming environment that encourages business…or it can repel people…even if our prices are the best.
Meet and Greet–where the most common mistakes are made in the customer service process. These first few moments set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but very likely. Customers want to be 1) recognized, 2) appreciated, and 3) treated with courtesy and understanding. To accomplish this, you have to be at your best in the meet and greet stage of the service process AND know what your customers truly want! You don’t want customers to get turned off in the first few moments of their interaction by someone making a negative impression so the customer chooses to take their business elsewhere. A slovenly appearance, negative body language and annoyance lack of interest can send someone heading for the door. Be open, focused, well groomed and looking at the situation from their point of view. Think about the characteristics that make you want to do business with someone.
See our next post for relationship-damaging mistakes to avoid at all costs.
For more information on a seminars or personal coaching, contact Rita Rocker, National Speaker, Communications, Image and Presentations Coach, Transformation Academy, 402-968-3250 firstname.lastname@example.org, www.transformationacademy. Follow Rita on FaceBook: Rita Rocker; Twitter: @Rita_Rocker LinkedIn: http://budurl.com/ayjl; YouTube: RitaRockerSpeaks