3. Express yourself clearly
We must make an effort to improve oral expression. Expressing oneself and speaking correctly should be an aspiration of all those people whose work involves direct contact with other people.
Prior knowledge of the service provided will help us express ourselves more clearly and confidently.
The credibility of service personnel is based on their degree of:
Empathy , or in other words, putting yourself in the client's shoes to better understand their needs.
Professionalism , that is, being courteous, having a willingness to communicate and provide information, as well as demonstrating mastery and self-control to resolve or handle complaints, claims and critical situations.
4. Focus your attention
Communication must be oriented towards the real needs of the consumer, supported by knowledge and experience of the service offered.
In order to focus attention and ensure that the client perceives that we are paying attention and understanding the conversation, we should, if necessary, make some statement or question that is always related and facilitates the development of the conversation. In this way, we encourage the client to feel safe and supported.
5. Invite to smile
Smiling creates a pleasant atmosphere from the very first moment and encourages the interlocutor to trust the service staff.
A natural smile, that is, one that is not lithuania phone data forced, helps people pay attention, reduces bad moods, spreads good spirits, and creates a better atmosphere in communication between the client and the professional who serves them.
Customer service should aim to generate feedback of understanding where the smile is a natural ingredient, which in turn will facilitate communication and coexistence during the stay, helping to make the experience unique and exemplary.
6. Gesture sparingly
Gesturing with moderation and correctly, always accompanying the conversation, will help us to convey the message and be better understood.
On the contrary, bragging is gesturing in an exaggerated way, making the client feel uncomfortable and lacking attention.
The customer must always feel like the main character, in no case overshadowed by the exaggerated gestures of the staff.