How to Greet Clients the Excellent Customer Service Way
I can still remember the time when I was greeted by a service crew in fast food restaurant. That young lad truly made an impression – not the good kind. He was mopping the floor and when I passed by, he greeted me without even looking at who he was greeting. It was like greeting clients was getting in the way of his work!
It is not enough that a customer service professional greets the clients. The manner it is done makes a huge difference between creating a strong relationship and getting an irate customer. Of course there are many other factors in creating customer loyalty but allow me to focus on one of the misunderstood customer service strategies – greeting properly.
1. Use the proper greeting spiel
We must understand that the value of greeting clients extends beyond merely welcoming them. Of course greeting clients is an added bonus but it must not be seen merely as such. Using the proper greeting spiel increases brand consciousness and recall. Thus, uttering the greeting spiel properly helps the company and the brand gain better recall.
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2. Say it properly
Regardless what your greeting spiel is, make sure you say it properly. I've been greeted by representatives who eat their words. Likewise, I've been greeted by customer service representatives that exaggerate. In both cases, the greeting spiel loses its meaning. It becomes a chore that customer service representatives are required to do.
3. Be sincere
Sincerity is an important ingredient when saying the greeting spiel. Some customer service representatives simply go through the paces because they are required to do so. But such an attitude can backfire with devastating effect. No one wants to be greeted in an insincere manner. So make it a habit to greet from the heart. Oh yes, this takes practice and the right attitude will help you get it right every time.
4. Check your tone
The tone of one’s voice can be an indicator of one’s mood and emotion. Have you noticed your voice becomes a tad higher when you are excited or angry? In the same manner, your voice becomes a little lower when you’re bored or uninterested.
5. Your face matters
Some people are animated while others seem to wear a poker face. However, in customer service, facial expressions matter. It is one thing to say the greeting spiel but it is another to actually say it with a welcoming smile.
The truth is many customers don’t even make a fuss if they are not greeted. Moreover, customer service representatives are remembered not for greeting clients properly, but when they fail to do it right. But the value of greeting clients cannot be put aside. The simplest things matter even if the clients seem to be oblivious of them. There are many customer service strategies but greeting clients is the simplest yet one of the most powerful ones.
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Questions to ponder on
- Does it matter if the customer service representative does not greet you?
- What are your pet peeves when it comes to customer service?