Today is short and sweet. In any customer service interaction one of the most important roles is the greeting. The greeting is the first impression the customer is going to assess about the company.
Think about this. A customer calls about an issue and the company has an automated system. Press one for English, press two for Spanish, press three for French, press four for Mandarin Chinese, press five for all other languages. After the customer selects the language they are prompted to select from another menu. These menus continue on until finally they are prompted to press zero to reach an operator. By the time they reach the operator, they are so flustered from the options they just went through, they may have forgotten what the reason of their call was for. This is opportune moment to embrace that customer with the most heartfelt welcoming greeting one can muster up. Make that impression of the company last. Welcome the customer with open arms and ensure them that you are eager to help and solve the issue they are having.
This is true in any customer service situation. I will never forget the experience we had when we went to our local Chevrolet dealership looking to buy a new vehicle. The parking lot was full of brand new vehicles, but no sales people running around trying to sell people cars or trucks way out of their price range. We walked around looking at the new vehicles we thought we might like to test drive and made our way to the front door of the showroom. A bald fat dude of a salesman came out of the office wiping the side of his mouth, still chewing.
“Howdy, folks” he says. “Are you being helped?”
I looked at him as he finished chewing his food.
“No, not yet.” I said.
He wiped his hand on his Khaki’s and held out his hand to be shook.
“Well, we’re pretty busy around here.”
I had to bite my tongue to tell him he missed some of the breakfast he was eating because there was a big glob of food on his shirt. Needless to say we did not make a purchase and we have never been back to that dealership.
The greeting is the first impression of the company. It can make or break the customer’s satisfaction. Are you smiling? 🙂 That greeting will radiate how the customers’ interaction will turn out.
Be joyful, be happy, and be eager to help. Greet those customers with a great big warm hug! Tell me your greeting experience in the comment section below!
Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.