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OVER TO YOU
•
Have you ever been ignored – or treated as if you were ‘invisible’ – in a customer care situation?
How did you feel?
•
What is the impact on the customer if this happens at a presentation, trade fair, or conference?
•
If you are busy with another customer, how can you still notice a customer and make them feel
secure and comfortable?
20
UNIT
2
Face to face with customers
Read this article from a customer care research site and discuss the questions which follow.
OUTPUT
When the customer feels ‘invisible’…
A recent study showed the number of
seconds people had to wait to be greeted
in typical customer care situations.
Customers in various shops or businesses
were asked how long they had been
waiting. In each case, the customer
thought that he/she had been waiting
longer than the actual time that had
passed – 30 or 40 seconds felt like three
or four minutes!
Time goes by slowly when you are waiting
to be noticed. With the Internet nowadays,
people expect quick, almost instant
responses. In face-to-face encounters, if
you can’t give customers immediate
attention, they’ll leave straight away.
Businesses simply cannot afford to treat
their customers as if they are ‘invisible’.
The solution to this problem is clear.
A prompt greeting, especially with a
smile, makes all the difference to your
customers. They can start the
conversation or meeting with the feeling
that they are an important customer for
your business. Without the greeting, the
customers will already be feeling
uncomfortable and insecure – even before
the encounter actually begins.
A quick, friendly greeting relaxes the
customer and sets the right atmosphere
for good customer care!