Page 5 - CUST SVC TEXTBOOK 2020

Unit 2

Approaching Customers

2.1 Approach Technique – How do we approach customers?

To make customers feel welcome, Service Providers must greet them with a warm and friendly
smile. Using the right approach will help to:

- break the ice What does break the ice mean?
- make the customer feel good about himself/herself

- allow the customer to understand the products and services

- make the customer feel good about doing business with you.

Approach customers by:

1. giving attention and

- getting their attention

2. beginning a conversation through

- listening and talking to them
3. letting them know that

- customer service is your top priority

4. finding out
- why they are here.

2.2 Ways To Communicate Effectively With Customers – How to communicate effectively
with customers?

After the initial approach with customers, it is just as important to be able to hold an effective
conversation with them. Here are some guidelines:

1. Make positive conversation by greeting them:

- Good morning, Sir
- How are you today Madam / Sir?

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