Learn how use positive communication to build relationships with your customers, vendors, coworkers, and management. It also positively impacts you by enjoying your time at work, along with boosting your morale and your productivity.
- Not long ago, I had a speaking engagement, and I was staying at one of my favorite hotel chains. When I entered into the lobby, I saw the desk clerk standing at the counter. She was really into looking at her social media on her phone. She sensed I was there and finally looked up. I smiled at her, and she gave me the look of death. I assumed she was annoyed at me interrupting her, right? Her eyes rolled into her head, and she rattled off her greeting. Welcome to our hotel. You checking in? I said, yes. (laughing) I was there to check in.
And gave her my credit card. She looked me up, sighed again, and begrudgingly said, thank you for being a Platinum member. You get a free item from our market. What went wrong in that transaction? I showed up. (laughing) Just kidding. But I certainly did not feel like a Platinum member. Communication is a powerful tool that you have in retail customer service and in your life. Let's look at how she could have used positive communication and made this a world-class customer experience.
First, provide positive communication in your non-verbal communication. Your body language, your facial expressions, and your energy. At work, save social media for your breaks outside the view of the customer. Negative non-verbal cues will not make your customer feel welcome. Always smile at your customer, make eye contact, and give them your undivided attention. Make them feel welcomed. So no crossed arms or hands on your hips.
Next, verbal cues can also be negative. Words are very important. Use positive word like yes, or absolutely, right away. Word choice is only about 35% of verbal communication. 65% is your tone of voice and any other vocal noises that you make like sighing at a customer. Make sure your tone is welcoming and positive. Finally, kind words add to positive communication.
I know you had a long flight, so your room is ready to go. If you need anything at all just let me know. A simple act of kindness and caring goes a long way in retail customer service. Try it and notice how good it feels for you and your customer.