Tips on Greeting Customers
Customer service begins at the very first handshake when you introduce yourself to your customer. Whether you are involved in a personal meeting for the first time that was set up in advance, or you are on a retail sales floor and meet new customers all day long, the approach for greeting customers is similar. Practice your customer greetings on co-workers and friends to make sure that you are making the right first impression.
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Eye Contact
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If you greet a customer while talking to someone else, or talking into your cell phone, that can make the customer feel uneasy. When you meet a customer for the first time, greet them while making eye contact with them. Wait until you have finished your current conversation before extending your hand to meet your new customer.
Greet by Name
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If you know the customer's name then use it when you greet him. Begin with the formal title and his last name. If he wants you to use his first name, he will tell you. If you are meeting a customer whose name you do not know, start off by giving your first and last name when you shake her hand. If the customer responds with her first and last name, greet her using the proper title and her last name. When a customer only uses his first name to greet you, then you know it is appropriate to address him by his first name.
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Finding the Answer
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A customer looks to you for help purchasing products from your company. That means that when you answer any question with, "I don't know," the customer will begin to wonder if you are capable of helping her out. Avoid using the phrase "I don't know" when first greeting a customer and use the phrase "I can find out for you" instead. Have a pen and paper with you to make notes about the customer's questions so that the customer sees that what he says is important to you.
Facial Expressions
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When you meet a customer for the first time you should have a smile on your face and be ready to listen to what he has to say. However, your facial expression should change with the conversation. When the customer asks you a question, you should have a look of concentration on your face. Avoid constantly smiling at a customer when greeting her because that can get uncomfortable for a customer, especially one who has a concern or problem. Work on making your facial expressions give the customer a feeling of confidence that you understand his issues, and you are there to help.
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References
Resources
- Photo Credit beautiful customers image by Andrey Kiselev from Fotolia.com
