Greeting the Customer
How fast are first impressions made?
1/10th of a second
What types of questions should you be asking for gathering information about a problem: Open or Closed?
Both - this can help you get to the crux of the matter as quickly as possible.
What's the missing item in 'Finding the Right Solution':
Make sure you have the right 'blank'
Fix - make sure you've addressed all of the client's concerns and that the solution meets their needs
What's a friendly greeting?
Hello, how are you?
What's a word that begins with an 'e' that you want to be using when dealing with a problem?
Effective
Efficient
What's another term used to describe this phrase: 'Explain the situation to the client and let them know that you've done your best to find a solution'.
Be honest and transparent
If there's an issue, what can you say or ask that's straight forward and to the point?
I understand there's an issue. How can I help?
What type of service do you want to provide that begins with an 'e'?
Exceptional
Excellent
What kind of questions are these:
How does this solution sound?
Is there anything else I can do for you?
Open-ended questions
What signs are you looking for when 'tuning in'?
Body language
Cues: tone of voice or facial expression
Eye contact
Smiling back
Emotional cues: frustration, concern, relief
True or False: When dealing with a customer, it's okay to be looking around at other things while they're telling you what their problem is.
False: You'll end up making them feel unimportant.
Instead, you want to stay focused and tuned in to what they're saying.
What is a good thing to do if you're unable to provide a satisfactory solution for the client?
Apologize sincerely
Explain the situation clearly
Provide a plan for next steps
How often should you strive to make a positive impression?
100% of the time
In the Conclusion of the In-Between handout, what are the 3 things needed for you to give exceptional service and building a strong relationship with your clients?
1 - Maintain focus
2 - Understand the issue
3 - Ask the right questions
How can you show your clients they're valued and appreciated?
Thank them for bringing the situation to your attention.
Acknowledge their concerns.
End of a positive note: Thanks again for your patience and understanding.