Use words, tone, and body language to enhance your likability when serving customers in person. Signal your friendliness via positive communication.
- One of the key components of building rapport…with customers is getting people to like you.…Many customer service professionals find…this happens easily with some customers,…but it's more challenging with others.…The good news is, there are specific techniques…you can use that appeal to a wide range of people.…This video focuses on ways you can enhance…your likability, when serving customers in person.…One of the most effective techniques…is communicating a positive message…with your tone of voice, and your body language.…
Let's look at a few good and bad examples…where an employee greets a customer,…offers assistance, and thanks the customer…for their business.…Keep an eye out for the differences between…the good and the bad examples.…- Good morning, how are you?…Good morning how are you.…Is there something I can help you with?…Can I help you with something?…- These will work.…- Great thanks! Have a good day.…- You too.…
- These will work.…- Okay great. Thanks. Have a good day.…- The employee was much more likable…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.