3 ways to greet customers

3 ways to greet customers
3 ways to greet customers
Anonim

Anyone who's ever worked in a customer-facing job knows how difficult it can be to stay calm and keep everyone happy on a daily basis. Customer complaints, complex or unusual requests, and managers who only seem to be there when you made mistakes, it's sure to wreck if you're not prepared.

Steps

Method 1 of 3: Develop good service habits

Handle Customers Step 1

Step 1. Be proud of your skills

Employers often talk about taking pride in your work, but the job of a service agent is not very exciting in and of itself. Instead, take pride in your own ability to do this job. Start to be impressed with how well you do during each working day. There is no better way to encourage yourself to do even better than to persuade yourself that you can do better.

Particularly in basic service jobs, you may be treated as if you don't have a lot of personal skills, when you don't at all. It takes calm, persistence, and social skills to deal with customers, even at the car delivery window of a fast food restaurant

Handle Customers Step 2

Step 2. Showcase your strengths

The best way to deal with customers is to never give them a chance to hate you. For this, it is mainly enough to send them a positive physical impression. Dress properly, in clean clothes. Wash and brush your teeth regularly and use deodorant every day. Walk naturally, make eye contact, and speak in a loud, clear, relaxed voice. Your customers will immediately feel that they are in the hands of a professional, which will discourage any desire to seek to challenge you on the smallest detail of your service.

If you sweat a lot or have any other illness that could make you feel bad or keep you from looking your best after a few hours has passed on the clock, see if there is a way to bring on your workplace hygiene products to give you a makeover by taking a quick five-minute break during your working hours

Handle Customers Step 3

Step 3. Start with a smile

If you truly leave your own worries, fears, annoyances, and insecurity at home each day, it will be easier for you to teach yourself how to smile and be genuinely happy to greet each new customer afterwards. Don't be self-assured, show an open face by making the biggest, sunniest smile you can make every time you greet someone at work (even if it's on the phone, since a genuine smile can also be heard in your voice). You will no doubt be surprised at how much this changes the way customers treat you.

  • Remember to smile at your coworkers and yes, even at your boss. It doesn't cost anything, just a little embarrassment, and it will dramatically reduce your stress in the workplace if you can do this sustainably. Smiles are contagious.
  • Keep your eyes open the next time you go shopping or eat at a restaurant and you will find that some of the employees still seem sullen and slightly irritated. This is because they are not focused enough on the job and are too busy with the people who interact with them and not with those who do not communicate with them. Think about how these people make you feel like you're not welcome, and decide to make others feel the same about your own work.
Handle Customers Step 4

Step 4. Leave your “me” at home

This is one of the most important skills an employee who supports a customer base can learn, as it is often what separates happy workers from unhappy ones. In short, you are not at work to show who you are. You are only at your job to do a good job and get paid for it. Customers who interact with you in your work don't know what your pet peeves are, what your favorite food is or what you think about the clothes they wear and what's just as important, they don't care.. They speak with you because they need a service. Always keep this in mind

  • If you are insecure or nervous about what people think of you, you should leave your worries at home, this will help you feel more confident when dealing with customers. Focus on their needs and wants instead of thinking about what they think of you. They are not part of your private life, so it is healthier to ignore what they might think of you.
  • If you are constantly annoyed by customers or realize that you are judging them internally (even the sympathetic ones), you should leave this bad attitude outside of work, as it will help you relax and do your job more efficiently. Remember, customers drive the business and therefore your paycheck.
Handle Customers Step 5

Step 5. Don't take it personally

Customers don't really think much about what they say about you, they just react in the heat of the moment, for better or for worse. Obviously praise is better than criticism, but customer opinions don't matter as much as whether they continue to be customers with you anyway. Just let whatever they say about you slip away and go away. Continue to provide the best possible service to every customer, no matter how they react.

  • Never move a bad experience with one customer onto the next customer you come into contact with. Silicate the incident and see it for what it was: unpleasant, but isolated. Once you understand this, it becomes easy to ignore it. The only time a bad experience with a customer can snowball is when you take their bile and spread it around. By not taking personally what your customers may say, you can be sure that the responsibility begins with you.
  • Be proud when you receive a compliment. However, do not take it as a signal to stop making efforts to provide better service. The people who receive the most positive reviews from their customers are people who have never stopped going above and beyond to make them feel happy and comfortable.
Handle Customers Step 6

Step 6. Take your customers seriously

More than one newbie or inexperienced employee has been slammed (or even fired) by a manager for mocking a request from a weird or rude customer. The point is, you always, always, always have to assume that the customer is serious. Customers very rarely make jokes and there's no way of knowing what's going on in their mind when they're talking to you. Be pleasant and serious when answering, no matter how their words appear to you.

  • Remember, especially in traditional economy service jobs, you will occasionally come across clients with mental illness, developmental disabilities, or speech disabilities. If you make a habit of always taking every customer request seriously, you won't be able to put yourself in the awkward position of being rude to someone about something they can't do anything about.
  • Sometimes customers try to play a joke on you. It's okay, it's not fun for you, but remember that it doesn't matter and won't make a difference in your life later on. Keep in mind the steps you have read and detach yourself from this experience. Don't take it personally.

    Quite often, if you take a “non-serious” request seriously, you can knock the joke down and steal the spotlight from the rude customer a bit without being rude at all. The customer probably assumed that you weren't really dedicated enough to 'fall for it', once he or she sees that you are willing to do all you can to meet the request, his or her opinion of you will improve

Handle Customers Step 7

Step 7. Be humble

A humble worker embodies all of the qualities described above. He provides consistent service regardless of the client or their attitude, smiles and tries to get along with everyone who crosses his path and doesn't let personal worries or a little rough transactions change the way he acts. A humble employee also knows when to pass the torch to a manager. There are times when you can't meet a customer or can't meet a special request. This is what those responsible exist for. There is no shame in calling for help.

  • Don't sound nervous or angry when you have to call a manager to sort things out with a client, instead present it as an extra step towards them that you're happy to take to make sure they're happy. Customers want to feel happy that you made an effort to be of service to them, and not guilty or upset that you made a request that bothered you.
  • Once the transaction is complete, ask the manager (after the customer has left) to explain what they did and what you should do the next time a similar situation arises. Sometimes you can learn new and useful information so that next time you can provide better service to the customer.
Handle Customers Step 8

Step 8. Don't rush customers

You should always hurry to help them, but they can take all the time they need. If a queue is forming behind an unusually slow customer, see if you can find someone else to take care of some of those customers for you.

If no one else can help you, keep smiling and being nice. Customers know it's not your fault the line is blocked, they might not be so forgiving if you seem to be slowing things down even further by losing your temper and making mistakes

Method 2 of 3: Deal with Difficult Customers and Complaints

Handle Customers Step 9

Step 1. Know more than the rules

Most service companies have a clear set of rules for their workers. However, there is almost always a second, more flexible set of “rules” that govern how long you can bend or break the posted rules in order to keep a customer happy. If you know them, it will help you get beyond your role (which calms customers down far more often than not, regardless of the end result) without getting you in trouble.

Most often, only management is allowed to grant these exceptions, but ask for and learn any situations you may find yourself in where you are also allowed to bend the rules. Sometimes all you need to do to appease an angry customer is to show them that you will make an exception in their case. Learn how to do it so that everything runs smoothly

Handle Customers Step 10

Step 2. Mark a stop

Sometimes customers let go of any pretense of politeness and say something rude or obnoxious. Nine times out of ten, if you let that word slip away without even noticing it was said, the customer will immediately feel guilty for stepping over that line and become much quieter for the rest of the conversation.

If you can directly respond to an insult, like you didn't even realize it was meant to be an insult, even better. In most cases, the customer will behave the best they can during the remainder of the transaction, because you have given them a second chance to resume constructive interaction while ignoring an unnecessary insult that they would like you not to. did not understand the original intention

Handle Customers Step 11

Step 3. Kill them with kindness

This doesn't mean being passively aggressive, but responding to angry customers the same way you respond to your favorite customers. A lot of customers who heckle you just try to piss you off so that they have even more reason to complain. Don't give them satisfaction. Just keep offering your services with a smile on your face and a positive attitude, at least until the customer crosses the line and actually starts insulting you verbally (at this point more drastic action may be needed).

You can bitch about customers, but do it well away from where other customers can hear you, and do it after they're gone. If you don't have a real place to empathize with your coworkers about a bad customer, you better keep it all to yourself and vent your anger back home

Handle Customers Step 12

Step 4. Talk to management

When there is a customer who has recurring problems, it is up to your store management team to define a strategy for dealing with him or her. Let them know that there is a client who has become a real problem for you and your coworkers and ask for advice on what to do about it. In some cases, the difficult customer will be escorted out of the store and in most cases the manager will take responsibility for keeping the customer happy.

Handle Customers Step 13

Step 5. Know your limits

The phrase "The Customer is Always Right" is a guide to service, not a decree that allows customers to step on your toes. Doing whatever you can reasonably do to make your customers happy is very different from having to endure humiliation and abuse in the name of your job. While it's important to have thick leather and not let all of these things upset you, every once in a while a client will openly cross the line. At these times, you have the right to calmly ask for them to stop and explain how it makes you feel.

  • Unfortunately, your freedom to put a stop to customer abuse varies somewhat from company to company. However, in general, you are allowed to draw the line from the moment you are personally attacked, humiliated or ridiculed in public, or physically assaulted.
  • If the client doesn't want to stop attacking you, seek help from your co-workers. You always have the right to manage the client with the help of a manager or colleague who is ready to take on the load.
Handle Customers Step 14

Step 6. Stay in your position

Very, very rarely, a customer may decide to spend their day ruining your day for no good reason and you will find yourself without a helpful manager or co-worker to call. In these moments, you will first have to fend for yourself. Don't make the customer want to lash out at you by showing your emotions, but don't tolerate abuse either. Tell the customer to wait while you go get a manager, if they don't want a manager, tell them there is nothing more you can do for them and they have to leave. Look him in the eye and don't reverse your position.

  • Again, the most important thing in this situation is to stay calm and collected. Don't raise your voice, don't say anything rude, or cry or sob. Don't even let yourself smile or frown. Any sign of uncontrolled emotion can either make the customer even angrier or make them continue to insult you.
  • Don't ask him to go, tell him he has to go. You can explain yourself, but don't hesitate. If you have to endure an extraordinary amount of customer abuse and there is no one around to help you deal with it, it is better to risk criticism than to let yourself be morally crushed. An honest employer will not fire you for acting in your own best interests in such an extreme situation.

Method 3 of 3: Foster a positive environment among colleagues

Handle Customers Step 15

Step 1. Understand why colleagues are important to you

Having coworkers on your side confers a host of benefits.When you get along with your coworkers, you have people on the same level as you who can understand your day-to-day experience, which helps keep your stress levels at work as low as possible. It's also easier to ask for favors from coworkers who like you, and they'll be more likely to do you favors without you asking them for anything. Finally, coworkers can alert you about leadership changes, upcoming inspections, and anything you do or don't do that could lead to disciplinary action.

Employees with experience in customer service often say that any customer service job is bearable and can even be enjoyable, as long as you and your coworkers appreciate each other. The feeling that you are a valuable part of the team greatly increases your job satisfaction

Handle Customers Step 16

Step 2. Treat your coworkers the same as customers

In particular, smile and say hello to each of them, even if you don't like or care about them, even if they don't smile back. People are overwhelmed by the feeling of insecurity, but a person who seems to love them enough to smile without trying to hide it is appreciated by almost anyone.

  • You should also leave your “me” at home when communicating with co-workers. Don't get emotional with them. Stick to light and inconsequential conversations.
  • Don't assume that your colleagues agree with your views. Instead, ask them what they think about something in particular, so that you can respond with your opinion so that you don't offend or alienate you.
Handle Customers Step 17

Step 3. Be Sociable

Even if you're not that much of a date person, pretend at work. Once you've settled into your job, invite colleagues on your work team to come have coffee or a beer with you afterwards, and keep doing this every week until people start to. say yes. Agree to spend time at other people's positions, if they invite you (if they don't, try not to worry, there's probably nothing personal against you). Chat with coworkers whenever you take a break or have a period of inactivity.

There is no reason to pressure people to spend more time with you. Sometimes your coworkers won't be interested. This is not a problem. Again, don't take it personally. Do fewer social invitations if someone continues to decline them, reduce your little chat to a simple "hello" if someone seems to want a quiet break instead of chatting with you

Handle Customers Step 18

Step 4. Work hard

At the end of the day, the best way to make yourself appreciated by your coworkers is to be a good employee. Find things to do when there is a downturn in work to reduce the load on your co-workers later on. If you can, always be prepared to do whatever you can to help your coworkers with the tasks they need to do. Don't wait to be asked, instead offer to help. Ask your more experienced colleagues how they do things so well or so fast and then take their advice to heart, everyone likes to feel respected for their skills and practical knowledge.

Handle Customers Step 19

Step 5. Don't gossip

You don't have to tell others not to gossip (because it only bothers them), but don't do it yourself. In particular, when you feel the need to talk to someone else and they are not there, speak as if they can come and hear you at all times. Stay neutral when someone complains to you about someone else by saying things like, “I don't know, I don't mind working with him (her). You can empathize with other people's problems, but don't make them your own.

If you have interesting or useful information about a coworker that you want to share, that's okay as long as you put negative judgments and emotions aside. State what you know and let others give their own emotional response

Handle Customers Step 20

Step 6. Communicate clearly

Getting along with coworkers isn't just about being nice. You also need to be able to deal with issues calmly and clearly as they arise. Your coworkers already know you as someone who smiles at them and seems happy to talk to them, now you have to let them know that you don't let yourself be stepped on because you are nice. If a colleague takes credit for your work, blocks an important passage, or disrupts your work flow, let them know immediately.

  • Don't let your emotions get in the way. Express yourself calmly, coolly, and precisely. In a team, it is good to redirect a client who has already been in contact with one of the members, because knowing the interlocutor, he will be more comfortable. It's always a good idea to ask customers who looked after them the last time they came. If the person in question is busy, offer to wait or take care of the customer.
  • In some cases, you may be uncomfortable talking to a colleague about these topics. You can absolutely go through the chain of command to resolve these situations. Remember that if you feel there is no problem doing so, talking about it directly to your colleague will often be seen by that colleague as being more honest of you, since you will not have alerted the direction of this problem before giving it a chance to fix it.

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