Building relationships is the basis for customer service. The point is that during customer service, refer to something outside the main topic of the conversation, and what is also important for the customer. Establishing something outside of sales in a conversation gives the client the feeling that we are interested in him as a person, and we do not treat him only in professional terms.
Improvement of customer service skills in everyday life
Assume the goals you want to achieve by this lesson. Why
do you want to improve your customer service skills? Learn what active
building of the relationship is, ask questions, reflect feelings, appreciate
and summarize.
DAY 1 - Talk to the customer about a different topic.
It is not about schematic asking questions from a pre-prepared list. Very often, it is used by companies with very high customer turnover. It often falls out artificially when the person first seen by the client asks suddenly where he / she is going to go on holiday this year. It's about doing it sensitively. Therefore, the purpose of this exercise today is to find a catch point that will be unique and fit our client. It's best when it refers to something important in his life. So in today's exercise, look at the client you serve in such a way as to find some other topic to talk about. Try to establish a relationship that can be developed. Write the conclusions from the conversation in the notebook and analyze in the evening, wondering where you worked well and where you made the mistake. Draw conclusions and apply the improved methods on the next working day.
DAY 2 – Eye contact
In today's exercise, put on each other's eyes to tell the color of your interlocutor's eyes. Of course, eye color has no meaning and it is not about remembering it. It's about the time we need to assess it. It is so long that the recipient will take it as an interest in his people, but also short enough that it will not be perceived as intrusive. Write your observations in the tutorial and at the end of the day, check whether you have established a relationship with clients and what should be improved
Day 3 - Smile
Without this, building relationships is impossible, and all work from the first and second day will go to waste. It's not about smile but about a friendly facial expression. Give your client a positive attitude. Positive emotions must come from you and then your interlocutor will also appear. Try to see yourself in your interlocutor as if in a mirror. Take note of your observations and possible shortcomings and try them on the next day.
Daily on the task to be carried out each day
Every day prepare short resume of the skills you have learned or improved. Take a look for the assumptions for the next day to be prepare for new challenge.