greeting a client

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Slide 1: Video
EnglishSecundair onderwijs

In deze les zitten 21 slides, met interactieve quizzen, tekstslides en 3 videos.

time-iconLesduur is: 100 min

Onderdelen in deze les

Slide 1 - Video

Deze slide heeft geen instructies

Greeting a client

Slide 2 - Tekstslide

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

Slide 3 - Woordweb

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Why is a first impression important?

Slide 4 - Open vraag

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

Slide 5 - Open vraag

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What should you pay attention to while greeting a client?

Slide 6 - Woordweb

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?

Slide 7 - Woordweb

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

Slide 8 - Woordweb

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

Slide 9 - Video

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Conversation.

Slide 10 - Woordweb

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?”


Slide 11 - Tekstslide

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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].”

Slide 12 - Tekstslide

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Let them know that you can help
“Let me look into that for you.”
“I am happy to help”

Slide 13 - Tekstslide

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Ask them for more information
- name
- phone number
- email
- order number
- customer number
etc. 

Slide 14 - Tekstslide

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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].”

Slide 15 - Tekstslide

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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?"

Slide 16 - Tekstslide

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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!”

Slide 17 - Tekstslide

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Slide 18 - Video

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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.”

Slide 19 - Tekstslide

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Role-play

Slide 20 - Tekstslide

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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. 

Slide 21 - Tekstslide

Deze slide heeft geen instructies