Module eight dealing with a customer in person. When you interact with a customer in person, you have both greater challenges and greater opportunities to build a rapport with that customer then you have when speaking with him over the phone. Consequently, nearly everything said about handling a customer over the phone is in play along with additional approaches. Listen to the customer's concerns. actively listening to your customer involves a little bit more than what's involved when listening to a customer over the phone. distractions become more obvious, for example.

So in this case, keeping a notebook handy to write in while listening to the customer becomes more detrimental than helpful. when interacting with a customer in person. Nonverbal communication can supersede verbal indicators that you are listening and engaged. Here are some nonverbal aspects of active listening that work in conjunction with verbal aspects of active listening. Make eye contact but avoid staring. the appropriate amount of eye contact varies from person to person and culture to culture.

Keeping eye contact for approximately 60% of the time is a good baseline. But adjust this to fewer instances of eye contact when dealing with shyer individuals because too much eye contact can intimidate and attentive posture involves leaning slightly towards the speaker or tilting your head towards the speaker. Use nonverbal encouragers such as nodding, holding a thumbs up sign, or other gestures that communicate the same idea as Verbal encouragers such as go on or Yes. Listen fully by paying attention to your customers body language and posture. reflect back on your customers expressions when you can do so genuinely. A willed and conscious reflection or mirroring can indicate and attentiveness so this is something you must not fake.

Automatic mirroring however, reinforces the idea that you are engrossed in what the other person is saying. allowing yourself to be distracted can completely negate customers believes that you are listening to them. Avoid looking at the clock or your cell phone, writing or doodling or playing with your hair or picking your fingernails. build rapport, building rapport, face to face involves three additional components your customers faces physical presence including appearance, body language, expressions and mannerisms, as well as yours, and the environment where you interact. All of these aspects of one's physical presence convey a ton of information that people frequently process unconsciously. In order to build a rapport with someone you have to consciously adopt a neutral position and avoid making assumptions.

You must also be aware of what your physical presence communicates and use positive and open expressions and postures, such as facing someone directly without having your arms or legs crossed, looking them in the eye and smiling. Your environment can also affect rapport building, for example, a desk or counter between you and your customer in close communication to some degree. This is why people stand and step away from their desk so in greeting new customers, communication without physical barriers in place facilitates building a rapport. respond with positive words in body language. People tend to synchronize their behavior when they interact, which is why mirroring another's expressions posture body language can be effective in building a rapport. It is also by listening binding to negativity with positivity can defuse a customer's negativity, following up expressions of genuine empathy with positive words and body language that convey enthusiasm, confidence, optimism and tenacity.

And it can open up an opportunity for the customer to synchronize to your positivity. While faking empathy can convey phoniness faking confidence is a situation where the advice fake it till you make it applies. from a psychological point of view, acting with a self confidence that you want will actually help increase your confidence. If you believe that you can do something you create a self fulfilling prophecy. The greater your belief, the more likely you are to succeed. Step steps dress the part that you want to play.

Relax and smile. Be aware of your body and posture, use the appropriate vocabulary. Aside from words, when a customer indicates in words that the situation is resolved, this may not be the case. good customer service means you have to go deeper to find true resolution. When body language tone of voice and the words one uses are all In agreement, this indicates the true resolution has been reached. If a customer answers yes to your question about whether their issue is resolved, but the customer is responding with Curt one word answers in a flat tone of voice, or they roll their eyes or sight loudly, they probably have not found a resolution.

Make sure that tone inflection, verbal and nonverbal behaviors are all in agreement before determining that a resolution has been reached. Hey study, George has an office at a used car dealership. When Joe a customer who was wearing torn jeans, a dirty t shirt came in. None of George's co workers wanted to take the customer because they were afraid they wouldn't get a big enough commission, because Joe to their minds was obviously too poor. Instead, they continue throwing a nerf football to each other across the showroom. George walked over, introduced himself to Joe looked him in the eye and smiled.

He shook Joe's hand firmly. Joe wanted to buy a car but needed to discuss financing issues. Since the environment in the showroom was too distracting, George invited Joe into his office instead Sitting down at the desk George picked the chair beside the one he motioned Joe to sit down and George leaned in toward Joe and asked him to discuss this financial needs and how George can help him