Module six in person customer service. In person interactions provide a great opportunity to build rapport with customers. When you talk to a customer on the phone or you exchange emails with the customer, it can be difficult sometimes to get a sense of what the other person is thinking and feeling. But when you talk to a customer in person, you get constant feedback, both verbal and nonverbal. It's easy to tell if you're creating the right impression. Although in person interactions can be difficult at times, they offer exceptional insights into what the customers want and need dealing with at your desk requests.

Sometimes working in a job that requires customer service will put you on the spot. You can be working hard on something you have had in your planner for days when suddenly a customer turns up at your desk with a problem. It's common in these situations to wonder if you should go ahead and provide the customer with the help they need. Thus missing the work you were scheduled to do or to try and find a way to get rid of the customer so you can get on with what you need to do. In any case like this, the matter of priority arises There is nothing more unprofessional than turning a customer away and saying Sorry, I'm busy. If you want to come back another time, I'm sure I'll be able to fit you in tomorrow.

Next week in 10 days time, the customer has come to see you in person, they consider their problem to be of some importance and they are relying on you to help them. If the work in hand is really something that cannot wait, you have two options. You can find someone else who will be able to do the work and turn your attention to the customer. Or you can find someone to help the customer so that you can get on with your work. It is vital to keep a sense of courtesy whatever you decide to do, the customer who has come all this way to see you will be somewhat unimpressed if you just ask them to take a seat and assign someone to ask what the problem is. However urgent the work you were doing is you have enough time to speak to the customer.

That's been the nature of their problem. And think about how best to bring about a solution. It may be that the difficulty is one that only you can solve. If however, you can find someone else to help the customer, make sure that you have taken note of the problem and explain it thoroughly to whoever you delegate the matter to also ensure that the person you hand them over to is someone who can genuinely solve the problem. Otherwise, they will look Like you have simply wriggled out of this situation, courtesy and competence are essential whoever deals with the problem, the advantages and disadvantages of in person customer service. For many companies Customer service is something that is the responsibility of a dedicated department which can only be contacted by telephone, post or in some cases only by email, or others.

The reality is that numbers dictate customer service to be something which is provided in person at the point of sale. Being able to provide customer service in person is essential for these companies, however helpful it would be to have a dedicated set of customer service professionals. That said being forced to provide customer service in person as time consuming as it may be, has its advantages in the circumstances. Whatever else can be said about this way of providing customer services, it does allow a level of personal service that is hard to be speaking to the customer in person rather than on the phone has its drawbacks, and no one would deny this. It keeps professionals away from other work and can lead to them getting drawn into long complicated discussions which would be better carried out in Illustrator way. However, when it comes to customer confidence, being able to look a customer in the eye and tell them that you will get to the bottom of their problem does enable a certain amount of satisfaction on the part of the customer that is not easy to achieve in any other way.

When dealing with customer service issues on the telephone it is possible and sometimes irresistible, to put the customer on hold and transfer them to someone else. Anyone who has been the customer in this situation knows how frustrating that can be, especially when they have to relate their problem to another person because it has been poorly communicated. Good customer services rely on being able to maintain the confidence of the customer, I assure them that their problem will be solved and at no extra cost to them. It also allows a personal touch which is hard to achieve any other way. And when it comes to customer retention and future business, a friendly face will have a lot more impact and a disembodied voice or a few lines of text. Using body language to your advantage.

In any in person interaction. Body language has a major effect on how people interpret your message and respond to it. Types of body language Contact, facial expression, posture, gestures, nodding or shaking your head no. Body language is a controversial topic. There are many people who will swear blind that whatever anyone else says the only kind of language that can be trusted is that which is spoken and is written down. However, there are many dedicated body language experts who have made clear and incontrovertible findings that make clear the truth about body language.

It is said for a reason that it is possible to lie with your words but never with your eyes. Whatever you can say to a person vocally, it is always better to be able to back it up by looking them in the eye and making a statement that they can trust. Body language is honest in many ways because it happens by accident. When you're speaking to someone you are likely to be doing things with your body that you do not even realize you're doing. Ask any seasoned poker player and they will tell you that in a game which uses few words, the way they know what another player is going to do and what hand they have is by looking at their hands, their face and their body. Some people touch their face or toe their color when they are lying.

Someone I will sit back in their seat and be more open and their posture, a person under pressure will look around themselves more. Whatever you say to a customer, it is important to use body language to your advantage. The way you conduct yourself in the presence of a customer may well have more impact on their confidence in you than anything you say to them. If you look around you when they are relating a problem, it will give the impression that you do not care and only want them to get it off their chest and leave you alone. If you look at them and nod when they say something of importance, they will take from that that you are listening to them and are interested in seeing that their problem gets solved. retaining a customer's confidence is essential and your use of body language will dictate how successful you are in doing that case study or I had been busy all week.

She had a huge report due the next day and she had fallen a bit behind. A customer named mad came in with a complaint about an order he had placed that had never been delivered, or his first thought was to tell him she was too busy to help him to come back later. But she knew that would never do. Instead, she looked to see if anyone else could help him out. The only people Weren't up to their necks in paperwork were not a part of customer service. One of them offered to finish up the report to the core could help the customer.

In a few moments Cora had successfully helped the customer track them the source of the problem and had his goods finally delivered.