greeting a client

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Slide 1: Vidéo
EnglishSecundair onderwijs

Cette leçon contient 21 diapositives, avec quiz interactifs, diapositives de texte et 3 vidéos.

time-iconLa durée de la leçon est: 100 min

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Slide 1 - Vidéo

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Greeting a client

Slide 2 - Diapositive

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What did you take away from the video about greeting a client?

Slide 3 - Carte mentale

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Why is a first impression important?

Slide 4 - Question ouverte

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Have you ever experiences a memorable greeting from a service provider/business? What made it stand out?

Slide 5 - Question ouverte

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What should you pay attention to while greeting a client?

Slide 6 - Carte mentale

non- verbal communication.
Customer service
Patience
listen to the problem
Analyse the request
introduce yourself
handshake
Polite
Show that you are willing to help
How you present yourself

Which other rules of customer service can you think about?

Slide 7 - Carte mentale

Listen to your client
Answer your phone
Respect
Avoid arguing
Take the extra step/go the extra mile
Feedback
Keep clients informed
Deal with complaints
Ask questions
Know your products/services
Empathy
Always follow-up
Customer support
non-verbal communication

Slide 8 - Carte mentale

smile
eye-contact (confidence)
posture (confidence)
positive body language
hand-shake
nodding

verbal:
- introduce yourself and your position
- use the client's name depending on the relationship

Slide 9 - Vidéo

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Conversation.

Slide 10 - Carte mentale

Greeting
How are you?
Ask how you may help them?
Listen to the client
Tell them that you can help them
Ask any needed information (name, email, costumer number, etc)
Explain to them how you will help.
Explain to them what they can expect and what the following steps are.
Ask them if there is anything else they need.
Thank them
Wish them a good rest of their day
Greeting a costumer 
Goodmorning
Goodafternoon
Goodevening
How are you today?
How may I help you today?
What can I do for you?
How may I assist you today?
Greeting a costumer
“Good [morning/afternoon/evening], and thank you for choosing [Company Name]. My name is [Your Name]. How may I assist you today?”


Slide 11 - Diapositive

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Active listening
“If I’m understanding correctly, you’re looking for [rephrased customer’s request], right?”
“From what I understand, the issue you’re experiencing is [the issue].”

Slide 12 - Diapositive

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Let them know that you can help
“Let me look into that for you.”
“I am happy to help”

Slide 13 - Diapositive

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Ask them for more information
- name
- phone number
- email
- order number
- customer number
etc. 

Slide 14 - Diapositive

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Explain to them how you will help them.
“I can definitely assist you with that. Here’s a direct link to [the solution]: [Provide the link]. This page contains step-by-step instructions to make the process easier.”
“I will update you by [date/time].”

Slide 15 - Diapositive

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Ask them if there is anything else they need.
"Is there anything else I can help you with?"
"Is there anything else I can do for you?"

Slide 16 - Diapositive

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Conclude the conversation.
“Feel free to reach out."
"We’re here whenever you need assistance or have more questions in the future. Have a fantastic day ahead!”
“Have a great day!”

Slide 17 - Diapositive

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Slide 18 - Vidéo

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Dealing with an angry/frustrated client
"I am sorry for the inconvenience caused."
"Thank you for bringing that to our attention."
"I appreciate your patience."
"I will make sure this gets resolved quickly."
“I understand your frustration, and I’m here to help. Please share the details, and we’ll work toward a solution.”

Slide 19 - Diapositive

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Role-play

Slide 20 - Diapositive

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Exercise
Form duos.
You get dealt 2 scenarios.
Prepare a dialogue between you and the client.
(In person or over the phone.)
Switch roles for the second scenario. 

Slide 21 - Diapositive

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