Join Jeff Toister for an in-depth discussion in this video Enhancing likability in person, part of Customer Service Foundations.
>> One of the key components of building rapport with customers is getting people to like you. Many customer service professionals find that this happens easily with some customers, but it's more difficult 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 likeability 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 examples.
We'll look at an employee greeting a customer, offering assistance, and thanking a customer for their business. In each scene, you'll first see the employee using positive tone and body language. Next, you'll see the same scene, but the employee will use negative tone and body language this time. >> Good morning. How are you today? Good morning. How are you doing today? Is there something I can help you with? Is there something I can help you with? Thank you, have a great day.
Thank you, have a great day. >> So, the employee was much more likeable when he used positive tone and body language. These scenarios prove the old adage, it's not what you say, it's how you say it. Let's see if we can identify some of the specific techniques the employee used to convey positive tone and body language. I'm going to replay just the positive scenes this time. Try to observe what the employee does. For example, do you see him smile and make eye contact? It may be helpful to download the worksheet, or just take some notes on a blank sheet of paper.
>> Good morning. How are you today? Is there something I can help you with? Oh, thank you. Have a great day. >> Here are some things you may have observed. For tone, a slightly higher pitch and some dynamics in his voice. For body language, a smile, eye contact, positive gestures such as a wave. And facing the customer directly. When we're in a good mood, using positive tone and body language often comes naturally. However, if we're in a bad mood, we're bored, distracted, hungry, tired, or feeling a little under the weather, displaying positive tone and body language can require concentration and a little extra effort.
There's another technique you can use to enhance your likeability even more. It's called the ten and five rule, and is often used in hotel and retail environments, however, you can use it in any situation where you encounter customers in person. To use this technique, picture an imaginary circle around you that's ten feet wide. Whenever a customer approaches the circle, you should give them a non-verbal greeting such as a smile or a wave. Now picture another imaginary circle around you that's five feet wide. Whenever a customer approaches this circle, you should give them a verbal greeting such as a hi, or good morning, or good afternoon.
Using the ten and five rule is a helpful way to remind yourself to use positive words, tone and body language by creating a circle of likability around you wherever you go.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.