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Verbal And Non Verbal Skills

It is important when speaking to customers or clients that you use appropriate language. The correct tone, pace and pitch all come under this heading as do choice of words. To be able to employ these skills in an effective manner one must also learn to listen attentively.

It is also important to display the correct body language and to be able to read and respond to the body language in your customer. You should be able to ascertain without the customer saying anything that she is in a rush. You should also be able to see again without her having spoken that she isnt in the best of moods. It is important when you recognise this that you also understand that in the majority of cases the reason for the customer being in a bad mood is nothing to do with you. So you go ahead by attending to her requests and keeping the conversation minimum and light in tone.

If on an occasion the customer is in a bad mood because of you it is more likely to be that she has a complaint regarding a previous visit to your establishment. You should deal with this in a quiet moderate tone assessing in the first instance the nature of the complaint. From this you can work out the specific aspects for action. Identify a course of action and in all cases always follow company policy and procedure. This is most important. Failure to do this can leave you open to further complaints and if you do stray from company policy and procedure then you cant expect to receive much backing. Company policy and procedure is usually clear and precise and there for a purpose. In a most cases company policy and procedure will be evident somewhere in your department or on the customer receipt and you can use this as reference if need be. Following the procedure you should then take whatever action is appropriate. It is important to maintain courtesy at all times.

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