1.Show empathy-understand what your customer is feeling,desire,emotions.Put yourself in their side.How would you like to be treated if you were a customer in a similar situation? Don't treat customers like second-class citizens!
2.Keep it simple-clear langguage is the best way to communicate effectively.
3.Check understanding-ask them what they understand.
4.Should know what do customer expect from us-not what you think but what the customer thinks.,whether our service is perceived as good or bad....all about customer expectation.
5.Friendly-open and courtesy manner.Don't treat them like criminals,being interrogated,questioned and attacked.
6.Don't blame them!-you only need to tell the truth about your duty and your service.
7.Never assume
8.Don't try to communicate when you are in a rage.Control your emotions!
9.Don't use big and abstract words....don't impressing your customer.
10.Accept different idea/perceptions-all of us see things differently.
11.Waiting your turn to talk....know what the real problem is before give any idea or start any solutions
12.Avoib prejudice and preconceptions.....do you judge the book by its cover?
13.Don't forget about your body langguage!-be natural,trustworthy,active listening and opnness!
14.Avoid arrogance,defensive and aggression!
15. Don't lies
16.Avoid arguements and rudeness
17.RELAX all the time!
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