5.1: Speaking to Your Customers
Read this article, which will enable you to break down your role in a conversation into three distinct processes. To get the most out of this material, try to answer the many questions asked about your conversation style as accurately as possible. The goal of this material is to make you more familiar with yourself as a communicator, especially as someone involved in talking to others.
This article provides a rationale for why you can be a more effective communicator by using every language that matches your customers' speaking styles.
Watch this video for a new perspective on unique meet-and-greet strategies from a car dealer.
Watch this brief video for greeting strategies that may be applied in a variety of customer service contexts, not just at the hair salon.
Watch this brief presentation for tips about providing quality customer service on the phone.
Pay particular attention in this video to the differences between features and benefits and how you should use those aspects of a product to solve the customer's problem.
As you watch, consider how a customer sales representative may lose a sale by providing too much information to a customer.
This article will guide you through 15 steps for handling any business-related telephone conversation. Make sure you scroll past the embedded advertisements at the end of the article to find additional tips and warnings.
Review these tips for effective responses to customers with technical questions.
Read this article for telephone "do's" and "don'ts." Consider how you answer customer phone calls and ways you can improve your strategy.
This video provides four tips on how you can express concern to a customer. As you watch, recognize that although the video does not directly address what you should say when you do not have an answer to a customer's question, each of the tips can be applied to that situation and help you provide reasonable responses to satisfy the customer.
As you watch this video, pay attention to the step-by-step nature of the advice, which the speaker refers to as the L.E.A.R.N. process. Understanding what each letter stands for will help you absorb this material more easily.
Read this article, which describes 11 techniques you can use to speak calmly and satisfy an angry customer. Make sure you scroll through the advertisements to find the tips and warnings at the end of the article.
Watch this short video, which identifies eight steps you can follow to satisfy an angry customer. Do not be concerned by the informality of this source's name. The video is a professional production that offers a great deal of useful information.