creating a positive impression among the customers give a good ï¬پrst impression. coming across...

Download CREATING a positive impression AMONG THE CUSTOMERS give a good ï¬پrst impression. Coming across as smart

If you can't read please download the document

Post on 27-May-2020

0 views

Category:

Documents

0 download

Embed Size (px)

TRANSCRIPT

  • CREATING A POSITIVE IMPRESSION AMONG THE

    CUSTOMERS Unit 3

  • Customer Service Level 3

    1

    Contents

    Introduction ................................................................................................................. 2

    First impressions ........................................................................................................ 3

    Visual ...................................................................................................................... 4

    Vocal ....................................................................................................................... 6

    Verbal ...................................................................................................................... 7

    The working environment ........................................................................................ 8

    Meeting and greeting............................................................................................... 8

    Building a strong rapport ............................................................................................ 9

    Building rapport face-to-face ................................................................................... 9

    Building rapport over the phone ............................................................................ 10

    Using courtesy to build customer rapport .............................................................. 10

    Realistic courtesy .................................................................................................. 11

    Responding appropriately ......................................................................................... 11

    What organisations expect from you ..................................................................... 14

    Establishing trust ...................................................................................................... 15

    Ask the right questions .......................................................................................... 15

    Formally agree ...................................................................................................... 15

    Getting the timing right .......................................................................................... 16

    Deliver on your promises ....................................................................................... 16

    Unit summary ........................................................................................................... 17

  • Customer Service Level 3

    2

    Introduction

    This unit will focus on the need for a rapport between a customer and a service

    representative so that mutual understandings are in place. We will look at the way in which

    you can nurture relationships with your clients from the very first meeting with the help of a

    strong first impression and move on to establishing relationships over the long term.

  • Customer Service Level 3

    3

    First impressions

    Having a strong image is vital for anyone working in customer service. You need to inspire

    confidence both in yourself and in the organisation that you represent so it is very important to

    give a good first impression. Coming across as smart and professional, as well as being a

    people person and happy to help, is the best possible way of representing your company and

    building relationships with clients.

    Wearing the right clothes and dressing formally is usually the best thing and this can be

    important even if you are not meeting customers face- to-face. Wearing shorts to the office may

    not bother some people, but others will mind and think that it is unprofessional. With this in

    mind it is always best to wear formal work clothes as not everyone will be comfortable with you

    dressing casually, so it is best to stay on the safe side. These standards for your appearance

    may include:

    f) Wearing a specific uniform or suit

    f) Adhering to certain colours

    f) Following guidelines for make-up, jewellery and piercings

    f) Following a no smoking policy

    f) Following health and safety standards (i.e. hairnets if working with food or hi-vis jackets if

    working in construction)

    Making a positive first impression relies on a lot of different things and getting the right first

    impression can be the difference between a positive relationship and a negative one. By

    following the three V’s you will be able to create a good impression to clients, colleagues and

    managers:

    f) Visual

    f) Vocal

    f) Verbal

  • Customer Service Level 3

    4

    Visual

    Looking the part is one of the main things about a first impression. Wearing the correct clothes

    and dressing formally is important but you do not want to go too far. Wearing a 3 piece suit or

    clothes which are overly formal can look good in certain environments but in others they will

    seem unnecessary. Getting the right balance and dressing in accordance with the rest of the

    workforce is the best way to show you are professional and can get the job done.

    Looking tired or dishevelled is a sure-fire way to lose a customer’s trust and interest in what

    you are discussing.

    Visual impressions are not just about clothes. They also include your body language, eye

    contact, posture and demeanour. We examined the need for good body language, standing

    up straight and giving a firm handshake to people with strong eye contact in a previous

    chapter and these traits are of even more importance on an initial meeting.

    Having positive body language will show a customer you are happy and there to help in any

    way which is required.

  • Customer Service Level 3

    5

    Try to avoid some of the following situations which will create a poor impression of you and

    cause clients to lose confidence in your abilities:

    f) Looking away when a customer approaches. This will make it seem like you are not

    interested and do not want to offer any assistance.

    f) Yawning or looking bored. If your client thinks you don’t want to be there or would rather

    be at home in bed then they will likely start to think that you do not care about what they

    are saying and become much more difficult to work with.

    f) Having no eye contact. This can be a sign of mistrust amongst many cultures and will

    stop there being a connection between you and your client. Having strong eye contact

    that is natural will create a positive impression and your customer will respond to this by

    having much more faith in your abilities.

    f) Fidgeting or slouching. Again, this type of attitude will quickly lose your client’s

    confidence and will show a lack of care for your job.

    f) Looking tense or being too sloppy. You will need to find the right balance between calm

    and serious when working with customers. Being too casual will show your customers

    that you do not care or have no confidence, whereas being overly tense and stiff will show

    fear. You need to be confident and assertive so that a client

    knows you are capable of helping without being too keen in a way that will put your

    customer on edge.

  • Customer Service Level 3

    6

    Vocal

    How you sound is the next big thing that you must get right to give a quality first impression.

    Using inappropriate language or speaking too quickly will give a bad impression and you

    must use strong verbal communication to help your customers and answer any queries they

    may have. You can improve the way that you sound by:

    f) Taking your time and breathing properly. Some people get over- animated when they

    talk (especially if this is a high pressure situation) and become flustered.

    Remembering to breathe may sound obvious but lots of people will panic when

    speaking with certain customers and you may need to stop for a second to gather

    your thoughts and take a breath.

    f) Ensure that your facial expressions match what you are saying. Having facial impressions

    that are in sync with what you are saying will allow your message to be delivered

    effectively and stop any miscommunication.

    f) Vary your voice slightly. Nobody wants to talk to a service rep who speaks in a boring

    tone constantly- so vary your voice and emphasise important parts so that the client does

    not get lost in a sea of words which all sound the same.

    f) If you have an accent that can be quite thick, try to avoid over-use of certain phrases that

    can be difficult for others to understand. This does not mean that you should put on a

    different voice, but avoiding regional slang or phrases will make sure that the client

    understands what you are saying no matter where they are from.

    f) Try to match your customer’s style in a suitable way. If the client is very friendly, loud or

    tells lots of jokes then reciprocate so that you are on the same wavelength. Likewise, a

    customer who is quiet and more reserved will most likely want to have a quieter and

    calmer approach.

  • Cu