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CUSTOMER

INTERACTION

Your interaction with customers helps build and maintain your
relationship with them. There are four principles of customer
interaction that, when applied consistently, result in a much
better relationship with the customer and create greater
customer satisfaction. The four principles are also known as
BLAT: Build, Listen, Ask, and Thank.

The four principles that make up BLAT are vital to the skills
that you will learn later:

Principle 1 (Build):
Always seek to build or maintain the customer’s self-esteem.

Principle 2 (Listen):
Listen and respond with understanding.

Principle 3 (Ask):
Ask for the customer’s help in solving the problem.

Principle 4 (Thank):
Always thank the customer with a sincere smile.

Now that you know the four principles, let’s explore each area
in a little more detail.

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