Page 11 - Apprenticeship book.cdr

A) Views and perceptions
B) Skills and competencies

Respect the clients

No matter what type of business you run or whether you sell
products or services, clients and customers should never feel surprised at being
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treated well. The keys lie in treating everyone who walks through your door with
respect and dignity and making superior treatment a customer service standard.

One of the best ways to help clients and customers feel important is
by practicing active listening. Pay attention and avoid unnecessary interruptions
while a customer is speaking. When the customer finishes, provide feedback,
such as paraphrasing with a statement like, “It sounds like what you are saying
is,” asking questions to clarify or briefly summarizing what the customer said.
Once you understand what a customer requires, respond
appropriately. For example, assure the customer you will be happy to assist her
or ask how she would like to see an issue resolved. Although remaining calm
when dealing with an upset client can be difficult, you'll often have a much
better chance of resolving a complaint or issue successfully with a patient
attitude.
Convey appreciation to every client or customer. However, while the
last thing a customer should always hear before leaving is “thank you,” the
statement should fit the situation. For example, saying “thanks for your
business” might sound flip to an upset customer. Instead, a statement such as “I
apologize for the inconvenience you experienced today. We truly appreciate
your business and look forward to seeing you again” is more appropriate. In
addition, use the client's name in a parting thank-you statement.
B) Skills and competencies

PART 1

A) Views and perceptions
B) Skills and competencies
Source: www.aboutpeople.com

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