Face To Face Customer Service

Programme Overview

• Getting ready
  – Positive attitude
  – Work station set up
  – Preparation of materials & tools
• Creating Great First & Lasting Impressions
• How the Customer’s Impression of us is formed through our:
  – Words
  – Voice
  – Body language
• Core principals of body language – how to interpret and use body language to positively influence the customer
• Creating excellent first and last impressions:
  – Greet the customer before they greet you -strong & positive
  – Rapport building to relax and build trust in your customer
  – Empathise to show understanding & relax the customer
  – Use certainly phrases to relax & build confidence in the customer
  – Use verbal signposting to manage customer expectations & build trust
  – Closing checklist to ensure a positive & strong close to an interaction
• Defusing customers’ emotions
  – Showing Empathy & understanding
  – Taking responsibility and willingness to help.
  – Using body language to give the right message and control an interaction
• Using Power Words to boost trust & confidence
• Using positive language instead of negative to positively influence the customer
• Managing the queue
• Tips and techniques to say ‘no’ positively and assertively
• Supporting silences with effective body language to aid conversation