The front desk is typically where customers develop their first impression of a business. A bad first impression is often difficult to change, so offering exemplary customer service is a must for front desk clerks. One of the most valuable assets a customer has is its repeat customers; by ensuring a pleasant front desk experience, business owners are making an investment into their own future.
The Customer is Always Right
The customer's needs and concerns should come first. When customers approach the front desk, focus attention on them.
Practice Active Listening
The only way to clearly identify customers' needs is to hear them out. A customer should not be interrupted when speaking. If you do not understand what a customer is saying, allow him to finish speaking before asking for clarification.
Anticipate Customers' Needs
When a customer approaches the front desk, attempt to silently anticipate his needs. If there is additional information that can be shared to assist with a need, work to provide that.
Make Every Customer Feel Valued
People do business where they feel most comfortable. A bad experience with a previous customer should not affect the next client's experience. Treat customers as individuals and make them feel special by remembering their names or any other information that will exemplify their value to the business.
Help Customers Understand Your Process
Customers are not behind the scenes and often have no idea what your business policies are. Work to inform customers of your process with clarity and tact.
Make Helping the Priority
Customers appreciate the power of yes. Always look for ways to help clients. Make it easy for them to do business with the company.
Keep Your Cool
In a perfect world, all customers would be pleasant. This is far from the case, and the front desk is where most complaints land. If the customer appears to be getting angry, work to calm him down. Do not argue or challenge customers. Call a senior team member if the situation escalates beyond what is safe and appropriate.
Exceed Customer Expectations
Happy customers help build successful businesses. Customers who are pleased with their front desk experiences will be more likely to return. By offering customers something they were not expecting, you are contributing to an overall pleasant experience.
Maintain a Neat and Professional Experience
Customers may make determinations about the business based solely on their experience at the front desk. Front desk personnel and their seating areas should be neat and orderly at all times.
Allow customers the opportunity to give feedback on their experiences. They may have suggestions that could benefit the front desk environment or the business as a whole.
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