• Tania posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 6 years, 7 months ago

    Customer service techniques that should be used not only in the banks but in any company :

    1. Smile, show a real smile, do not pretend.

    2. Shake client´s hand with security and warmth (offer your hand first; shake hands with women and men – women first and then in age order; look at the eyes not at hands; project energy and warmth; don´t remove your hand too soon – it´s an insecurity sign).

    3. Learn and always use a client´s name. Try to repeat a name to remember it better, for example: “Nice to meet you, Mister Alexander”.

    4. Make eye contact. Tips:

    – Don´t look continuously. Make eye contact while speaking, about 70% of the time, and divert the gaze slightly to 30% of the time.
    – Don´t set your stare on the user without blinking or serious gesture. This can be interpreted as aggression.
    – Look at the eyes, not the mouth or the areas near the breast.

    5. Talk in order: have a beginning, a middle and an end.

    6. Don´t interrupt, allow the client to speak first.

    7. Address to the client using “you” in respectful form ( in Russian language use Вы than Ты, in Spanish – Usted/Ustedes than Tu ).

    I´m gonna complete the list in a few days, be patient 🙂 hehe

    • The thing here is how do you make these things appear natural. Ninety percent of the time at Mcdonalds in Europe the “Have a nice Day” that staff used to say didnt feel genuine.

      Also in some cultures it can be either disrespectful or challenging to look directly at another person no matter how temporary the eye contact.

      The idea in any relationship is that there is mutual trust, If gestures and actions are not percieved as genuine then there building any relationship will be difficult.

    • Ian, I agree, we always need to remember that in any activity, 85% of success depends on the attitude of the people who put it into practice and only 15% are attributable to other factors such as knowledge, equipment and resources.

    • Bravo Ian and Tania! I agree with you both on these points. I believe perceiving someone as being genuine is of the utmost importance in forming and maintaining any long-lasting business relationship. I have come across many business professionals who offer the “fake smile” when you are being greeted or assisted by them. I have learned over my personal business career to truly pay close attention the tone of my voice and the expression on my face to ensure the impression of sincerity is being relayed. In the US, people do not mind being addressed while looking in their eyes. In fact, it is considered to be insulting to not look at someone while speaking to them, it makes the conversation seem un-important to the receiver. It is interesting how protocols and manners differ in each country. After the initial first contact has been made with a client and the sincere perception has been met, how do we maintain the long lasting relationship? I would venture to say through knowledge, follow- through and results. This actions would create a level of sustainability, reliability and trust; therefore establishing a long-term relationships.

    • oh really? following the 80/20 we need only to concentrate on attitude – skip knowledge and equpment etc. and that’s it? 🙂

    • No , of course not! All thngs being “well rounded” is the best option. However, I can tell you from a customer stand point I will never go back to a place where I have experienced bad customer service! If I have had an experience with someone and there was a lack or knowledge, depending on the service offered, I may or may not come back. Take a restaurant for instance, if the waiter does not know his menu inside and out, but gives me a memorable experience and good service, I would go back. On the other hand, if I have to have my car repaired and there is a lack of knowledge, I would not come back! 🙂

    • I like a lot of the stuff on this list. Eye contact is great, and so is smiling and being respectful when speaking. I’m confused by the handshake “rules.” Why would you go in a certain order instead of by whoever is closest and then moving down the line? Same goes for how long to shake hands – how long is too long?

      • While I do not think that you are wrong in thinking that handshakes should occur with whomever is in closest proximity to you, I believe it would be a show of respect to greet women first and follow an age order. Yes, it might mean passing up individuals who are closer and then returning to them later, but by following an age order you can uphold your respect for their age and possible seniority with the company. I doubt that they will mind if you shake hands with the closest individuals first, but it is a respectful gesture to acknowledge age and seniority over others. As for deciding how long is too long or how short is too short, I believe that depends on the context of the situation as well as the familiarity with the individual. Some individuals prefer to shake hands quickly, merely grasping firmly then letting go. Others like to engage and greet each other while shaking hands, sharing a word or two and pumping once or twice. In a business setting, I would say a few seconds, no more than five, would be long enough for a handshake. Colloquially, that can range from a quick two second shake to several seconds depending on familiarity.