Page 13 - CUST SVC TEXTBOOK 2020

Unit 5

Establishing Rapport with Customers

5.1 Interactions with Customers

Communicating with customers is important. Having effective communication skills can
enhance customer contact.

Moment of Truth (MOT) – This is where interaction and impression is created.

When customers:

1. come in contact with a company and

2. experiences the level of service quality

positive MOT negative MOT

satisfied customers dissatisfied customers

Result = repeat business Result = go somewhere else

5.2 Basic Communication Skills for Service Providers

In order to serve professionally, Service Providers do not only just greet and acknowledge
customers. They have to do more by communicating well with customers through:

Questioning

There are different questions to ask so that Service Providers can get the right answers.

A) Open Questions

- When you want to have general information on “how,” what””and “why”
- “How may I help you?”

- “What do you know about this product you’re your friend?”

- “Why do you wish to do this?”
B) Closed Questions

- When you want specific information like “who,” “when” and “which”

- “Who are you buying this for?”

- “When do you need this?“

- “Which would you prefer – hot or cold?”

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