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the Appendix 10

Recommendations about forms of dialogue with clients Warmly wish each client of kind morning, kind evening, never speak "hello".> If the name of the client is not known to you, try to learn.> Avoid a word "is not present" - it is possible to give the negative answer an affirmative phrase, for example: «Excuse, today quality of this paint mismatches requests, I can offer the same tone, other firm».> To thicket use words "please", "thanks".> If the showroom included the client, and you are taken, necessarily tell: «Sit down, please, I will be released in some minutes». Expectation very much irritates the client, and you should pay it attention.> When the client leaves, you can tell to it «Thanks, that you have visited us. I wish you kind evening (or kind day)». You "good-bye" should be warm, express sincere desire to see this person again. If you see off the regular customer can add: «To us it is always pleasant, when you happen at us».> Never argue with clients - to you never them to "win".> Do not accept sharing in dispute of clients. Pretend, that you do not hear their conversation. ^ Show consideration for phone calls of clients: * About speak politely and warmly, wishing at first kind morning, kind day, Kind evening and accurately saying the showroom name About answers should be clear and short About remember a name of the client and repeat in its conversation some times About do not distract during telephone conversation About the client should not feel your mood About your voice should be quiet and assured About watch, that extraneous stirring sounds did not reach the client About have time to lift the receiver before the third hooter, after the fourth hooter the client has a negative impression about establishment ^ About try to present in an original way dignities of your showroom of the Recommendation about forms of works with complaints of clients At Repeat the complaint: it is necessary for you to check up, whether correctly you have understood claims, and the client should be convinced, that it have heard.> Always agree with the client: not to pay attention to the client which complains, - the big error. For example: «I completely understand, why you are dissatisfied, madam N. I on your place would feel the same».> Apologise: try to look at a situation from the point of view of the client, calm him, repeating, that it is right. The client has a sacred right to complain - and follows this right to respect. It is necessary to apologise, as soon as you have received the complaint, and to repeat an apology, at least, one more time. Usually an occasion on which the client complains, not the main. It «the last drop», overflowed a bowl of its patience. Therefore try to reveal and other reasons of its discontent which, undoubtedly, were, using such words, as which, why, that, when, where, At take claims of the client into consideration and thank for remarks: the client has paid your attention to a problem. Its decision will help you to improve service and not to lose other clients. It is correct - to thank him for cooperation., How to behave, when the client complains: *i* keep all affairs? Do not suppose the gestures expressing impatience? Listen and will understand, that the client speaks; from time to time nod in reply to the story? Look the client in the face and do not lower them? Never get into dispute with the client? Whenever possible, address to the client by name? Pay attention to a principal cause of the complaint and apologise; ask: «That I can make to help you?»? At once take measures or pretend, what take measures? Always thank the client
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A source: Demchuk Olga Nikolaevna. The impact of the human factor on the performance of enterprises in the service sector. Dis. Cand. econ of science. 2004

More on topic the Appendix 10:

  1. the Appendix
  2. the Appendix 4
  3. the Appendix
  4. THE APPENDIX
  5. the Appendix
  6. THE APPENDIX
  7. the APPENDIX 4
  8. the Appendix
  9. the Appendix
  10. the Appendix
  11. the Appendix