greeting a client

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• Secundair onderwijs

Greeting a client

What did you take away from the video about greeting a client?

Why is a first impression important?

Have you ever experiences a memorable greeting from a service provider/business? What made it stand out?

What should you pay attention to while greeting a client?

non- verbal communication.

Customer service

Patience

listen to the problem

Analyse the request

introduce yourself

handshake

Polite

Show that you are willing to help

How you present yourself

Which other rules of customer service can you think about?

Listen to your client

Answer your phone

Respect

Avoid arguing

Take the extra step/go the extra mile

Feedback

Keep clients informed

Deal with complaints

Ask questions

Know your products/services

Empathy

Always follow-up

Customer support

non-verbal communication

smile

eye-contact (confidence)

posture (confidence)

positive body language

hand-shake

nodding

verbal:

- introduce yourself and your position

- use the client's name depending on the relationship

Conversation.

Greeting

How are you?

Ask how you may help them?

Listen to the client

Tell them that you can help them

Ask any needed information (name, email, costumer number, etc)

Explain to them how you will help.

Explain to them what they can expect and what the following steps are.

Ask them if there is anything else they need.

Thank them

Wish them a good rest of their day

Greeting a costumer 

Goodmorning

Goodafternoon

Goodevening

How are you today?

How may I help you today?

What can I do for you?

How may I assist you today?

Greeting a costumer

“Good [morning/afternoon/evening], and thank you for choosing [Company Name]. My name is [Your Name]. How may I assist you today?”

Active listening

“If I’m understanding correctly, you’re looking for [rephrased customer’s request], right?”

“From what I understand, the issue you’re experiencing is [the issue].”

Let them know that you can help

“Let me look into that for you.”

“I am happy to help”

Ask them for more information

- name

- phone number

- email

- order number

- customer number

etc. 

Explain to them how you will help them.

“I can definitely assist you with that. Here’s a direct link to [the solution]: [Provide the link]. This page contains step-by-step instructions to make the process easier.”

“I will update you by [date/time].”

Ask them if there is anything else they need.

"Is there anything else I can help you with?"

"Is there anything else I can do for you?"

Conclude the conversation.

“Feel free to reach out."

"We’re here whenever you need assistance or have more questions in the future. Have a fantastic day ahead!”

“Have a great day!”

Dealing with an angry/frustrated client

"I am sorry for the inconvenience caused."

"Thank you for bringing that to our attention."

"I appreciate your patience."

"I will make sure this gets resolved quickly."

“I understand your frustration, and I’m here to help. Please share the details, and we’ll work toward a solution.”

Role-play

Exercise

Form duos.

You get dealt 2 scenarios.

Prepare a dialogue between you and the client.

(In person or over the phone.)

Switch roles for the second scenario.