Greetinging Textual Analysis
Greeting the customer
First impressions count this is true when you are greeting a customer.
You should aim to make the customer feel welcome and to make clear your eagerness to assist them. Your workplace may provide very specific instructions on how you are to greet a customer.
Your aim should be:
- To make the customer feel welcome.
- To indicate your availability and eagerness to assist them.
- Make eye contact when you speak or listen to customers.
- Use a friendly greeting.
- Show through your tine if voice and body language that you are genuinely pleased to see the customer and are prepared to assist.
- Use the customers’ name if you know it.
- Recognise that the customer’s time is important by offering assistance promptly. …show more content…
Telephone greeting
There several important points to remember in those cases where you are providing customer service by telephone. Most importantly, the customer does not have the advantage of knowing how busy you are.
e.g.
you may be concentrating on processing a difficult sale or filling in a complicated form with another customer waiting at the counter to be served. A customer that telephones you at this time will not know that there are several other customers needing your help. If you do not answer the phone promptly, the customer may think that you do not care about their business and hang up.
It is essential that you answer all calls promptly. You should then offer the customer the opportunity of waiting on hold of having to return their call.
Most organisations prefer to use a greeting that:
- Greets the customer
- Identifies the organisation
- Gives the name of the person handling the call
- Offers assistance
E.g. “Good morning. Joe’s mobile tyre service. This is Jacob. How can I help you?”
It’s a good idea to ensure that a notepad and pen available when you answer customer calls so that you can note down their inquiry.
There are several important points to remember in those cases where
Customers may be people or other organisations that wish to obtain goods or services from the organisation that employs you. These types of customers are termed external customers. Customers that are from within your organisation are termed internal customers.
External
customers
The type of goods and services that your organisation supplies to its external customers depends on the type of industry that it operates in the goals of the organisation. Providing excellent customer service is a key strategy the organisation use in achieving profits.
E.g hospital or medical practice, external customers are the patients and their families ad carers, goods and services is the medical service.
The type of customer service that you provide to external customers could include:
- Handling a complaint
- Organising a delivery
- Processing order or sales
- Providing product or service information
- Referral to another individual or work group in your organisation
- Scheduling appointments
- Taking a message
Internal customers
Internal customers are people employed by your organisation that needs assistance, information or work produced by you in order to fulfil their own role and responsibilities.
You may be required to provide service by telephone, face-to-face or electronically using the internet or email.
First impressions count this is true when you are greeting a customer.
You should aim to make the customer feel welcome and to make clear your eagerness to assist them. Your workplace may provide very specific instructions on how you are to greet a customer.
Your aim should be:
- To make the customer feel welcome.
- To indicate your availability and eagerness to assist them.
- Make eye contact when you speak or listen to customers.
- Use a friendly greeting.
- Show through your tine if voice and body language that you are genuinely pleased to see the customer and are prepared to assist.
- Use the customers’ name if you know it.
- Recognise that the customer’s time is important by offering assistance promptly. …show more content…
Telephone greeting
There several important points to remember in those cases where you are providing customer service by telephone. Most importantly, the customer does not have the advantage of knowing how busy you are.
e.g.
you may be concentrating on processing a difficult sale or filling in a complicated form with another customer waiting at the counter to be served. A customer that telephones you at this time will not know that there are several other customers needing your help. If you do not answer the phone promptly, the customer may think that you do not care about their business and hang up.
It is essential that you answer all calls promptly. You should then offer the customer the opportunity of waiting on hold of having to return their call.
Most organisations prefer to use a greeting that:
- Greets the customer
- Identifies the organisation
- Gives the name of the person handling the call
- Offers assistance
E.g. “Good morning. Joe’s mobile tyre service. This is Jacob. How can I help you?”
It’s a good idea to ensure that a notepad and pen available when you answer customer calls so that you can note down their inquiry.
There are several important points to remember in those cases where
Customers may be people or other organisations that wish to obtain goods or services from the organisation that employs you. These types of customers are termed external customers. Customers that are from within your organisation are termed internal customers.
External
customers
The type of goods and services that your organisation supplies to its external customers depends on the type of industry that it operates in the goals of the organisation. Providing excellent customer service is a key strategy the organisation use in achieving profits.
E.g hospital or medical practice, external customers are the patients and their families ad carers, goods and services is the medical service.
The type of customer service that you provide to external customers could include:
- Handling a complaint
- Organising a delivery
- Processing order or sales
- Providing product or service information
- Referral to another individual or work group in your organisation
- Scheduling appointments
- Taking a message
Internal customers
Internal customers are people employed by your organisation that needs assistance, information or work produced by you in order to fulfil their own role and responsibilities.
You may be required to provide service by telephone, face-to-face or electronically using the internet or email.