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Enhancing Customer Welcome Experience

Learn how to make customers feel welcome by demonstrating approachability, active listening, and effective communication skills. Understand barriers to effective listening and improve your interaction techniques.

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Enhancing Customer Welcome Experience

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  1. LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening, and speaking skills to understand customers

  2. 3.1 Welcome Customers • Show that you are approachable • Respect personal space • Give your undivided attention • Demonstrate sensitivity

  3. 3.1 Communicate Effectively • Listen actively • Speak effectively

  4. 3.1 Active Listening—It’s More Than Hearing • Active listening is the learned skill of interpreting another person’s words.

  5. 3.1 Steps for Active Listening • Face customer, make eye contact, and smile. • Listen without interrupting and pay attention to body language. • Avoid judgments. • Pause before you reply and paraphrase what you heard. • Ask questions. • Empathize. • Summarize what you heard.

  6. 3.1 Barriers to Effective Listening • Personal bias • Lack of interest • Assumptions • Emotional reactions • Distractions

  7. 3.1 Ask Questions • Open-ended questions • Closed questions

  8. 3.1 How Good Are Your Listening Skills? • Instead of listening, many people • Use the time while others talk to plan their response. • Tune the conversation out. • Allow themselves to be distracted.

  9. 3.1 How Well Do You Listen? 1. I often interrupt others to interject what I need to say 2. I anticipate what others are about to say and finish the statement. 3. During a conversation, I am easily distracted by what is happening around me. 4. I feel uncomfortable when I look at the person speaking to me for more than a few seconds. 5. I tune out people I don’t agree with. 6. I often focus on people’s appearance instead of what they are saying.

  10. 3.1 How Well Do You Listen? 7. I stop listening when I don’t understand the words being used. 8. Sometimes I daydream when someone is talking to me. 9. Instead of listening, I find myself planning what I want to say next. 10. I often pretend to be interested in what someone is saying, even when I’m not.

  11. 3.1 Speak Effectively • Spend more time listening than talking. • Adjust voice level, body motions, and vocabulary. • Satisfy customer’s need for acceptance, approval, appreciation, admiration, and agreement. • Be specific. • Ask questions to clarify. • Use language your customer understands. • Watch customer’s body language for cues.

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