![]() ![]() Focus on getting the details right about the situation, apologize that they are having this problem, and tell them what you are going to do before you do it (like put them on hold or find your supervisor). If you are in over your head, don’t panic or abandon them to get help immediately. Customers want to feel cared for, especially when the have a concern or a problem with your product or service. In some customer-facing positions, you meet customers once they have a problem. Admit that you don’t know when you don’t but commit to a solution plan. It is, however, a good idea to be empathetic and try the feel, felt, found approach that Apple Geniuses have mastered.ĥ. Try to remember that while your story about the time you talked your way out of a ticket in Colorado is pretty entertaining, this is not the time to share it. For example, imagine that a customer turns in their rental car with a story about a narrow escape with the law about their lack of a front license plate on the car you gave them. You want them to know that they are the focus of this interaction. Customers are as the potential date you are trying to impress. Remember that it isn’t about you, it’s about them. You may start with less than a sincere smile, but you will likely find that it becomes more genuine over time.Ĥ. Many positive attitude speakers and sales gurus will tell you that you should “fake it until you make it.” I agree. So smile, even when you would rather not. It is important, however, when you are trying to make an impression on a customer that it is a positive one at the outset. It’s natural to have moods that get in the way of your customer experience goals. Let’s face it: we don’t always feel like being cheerful and helpful. Looking down or away is a subconscious signal that you are not interested or hiding something, neither of which are a great way to make a good impression on the customer.ģ. That’s usually long enough to get the ball rolling. If this isn’t natural for you, try to remember to look at your customer’s eyes long enough to figure out what color they are. Since you want your new customer to know that you are interested in them, it’s a good idea to look them in the eye when you talk to them. Eye contact helps you establish that you are interested in a person. When it comes to eye contact, make it a focus. It’s also a good idea to match posture voice and words to theirs as most of us prefer to be with people who are the most like us.Ģ. Avoid hands on hips or crossed arms, which are both nonverbal cues that you are aggressive or not interested. Some organizations go so far as to give you hand positions and go-to motions (stroking your chin thoughtfully, as an example) that indicate you are listening. Be aware of your posture, your arm position and your facial expression. If you are talking to the customer face to face, it’s important that your body language supports an environment of helpfulness and attentiveness. Here are five tips on how you can make a great impression on your new customer:ġ. My regular readers will know the importance of the subconscious experience, and this is an important aspect to master. So it stands to reason that you want to make a great impression right from the start. ![]() After all, the goal here is to have a great relationship. You need to make sure that you are making a good impression. New customers are a lot like making a new friend.
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