Building a great relationship with your customer can come from face to face conversations. Even in a growing digital climate, nothing beats an in-person, one on one with your customer. The customer and you learn from the visual cues of body language as well as an understanding through verbal communication.
For example, bodylanguagecards.com reports, "In a face-to-face interaction we smile, and the smile has a huge impact on a meetings’ result. A smile is an invitation; a sign of welcome. Smiling directly influences how other people respond to you. The human brain prefers happy faces and recognizes them faster than those with negative expressions. If you smile at someone it activates the “reward center” in that person’s brain. It is also a natural response for the other person to smile back at you."
- Prepare for your customer service interactions. Before the work day even starts, focus on the day ahead. Leave all your non-work problems and concerns at the door.
- Dress the part. If you are in a face-to-face customer service situation, you should make a good impression by maintaining your wardrobe.
- Have a working knowledge of your company's products or services
- Listen to your customer's concerns in their entirety. Even if you have heard the same complaint a dozen or more times that day and you already know how to fix the issue, most customers feel better about an interaction with a company if they are allowed to fully vent their frustration before getting a solution.
- Apologize if there was an issue that caused the customer to be frustrated. Even if it wasn't your fault or the fault of the company you work for, expressing empathy to a customer will give them a much better opinion of you and your company.
- Keep a smile on your face, and never let an angry customer visibly affect you. If you remain calm and helpful the customer is much more likely to walk away satisfied.
- Offer your customer multiple options. Customers like to feel like they have choices, so phrase questions or offers in several different ways.
- Thank your customer at the end of each interaction. The customer chose to come to your establishment and spend their money there, so let them know they are appreciated.
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