How to Talk to Customers in 3 Steps
December 11, 2019
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If you’ve ever had a great customer service experience at a business, it’s very likely that the customer service representative you worked with showed you they really cared. It could have simply been a “What can I help you with today?”, paired with a sincere smile, a twinkle in their eye and positive body language.
Customer service experiences like this are no accident. The best customer-facing employees have probably undergone training by their organization on how to effectively deal with customers. Here are 3 commonly use strategies for presenting yourself in the best way when you talk to customers while representing your product and your brand.
Giving customers your undivided attention by making consistent eye contact is a first step to getting them to trust and like you. If we’re looking away or at the floor, even if we’re picking up every word the customer says, it tells the customer you’re not engaged in the conversation. If you want to make an immediate connection with your customer, make eye contact.
Greet them as a friend
Treating customers like a friend helps in at least two ways. First, it helps push you to be friendly and helpful to the customer even though they may be total strangers to you. Second, it helps customers feel welcome and respected at an establishment that may be unfamiliar to them. Don’t just greet customers in a friendly manner, but treat them as friends throughout: use their name often in conversation, smile, make them laugh (if appropriate), and let them talk and show them you want to listen.
Be attuned to their body language
Reflecting a customer’s body language tells them you’re like them and people tend to like those who are similar to themselves. Attune yourself to the customer’s body language, emotional disposition, and confidence level if you want to tell them you’re like them and feel the same.
Proper examples of mirroring body language and facial expressions include: speaking at a similar speed as the customer; smiling back when they do; and mimicking posture, arm placement, sitting position and tone of voice.