Customer Interaction Cycle

Be Ready

WHAT TO DO:

• Stand straight and observe the customers as they approach
• Wait patiently for the customer
• Establish eye contact
• Smile
• Answer phone calls promptly

This means that you are prepared to serve your customer. It includes your ability to use equipment and knowing about your products and services. It also means that you are prepared to observe your customers for clues that will help you to respond to each individual as a person.

Welcome

WHAT TO SAY & DO:

• Maintain eye contact when speaking.
• Say “Good morning, good afternoon, or good evening.”
• Say “May I help you?” or “What is your request?”
• Be pleasant regardless of customer attitude.

This signals the customer that you are ready to provide service. You are communicating your interest and readiness to help. Welcoming acknowledges the customer and includes both verbal and non-verbal messages that you care about helping the customer.

Listen

WHAT TO DO:

• Maintain eye contact.
• Reassure with non-verbal communication – nod and smile.
• Confirm understanding by saying “yes” when the customer pauses.
• Listen carefully for to the customer information and comments.
• Observe tone of voice and body language for customer needs such as confusion about the products or the service approach.
• Avoid being distracted.

This is the ability to observe the whole message, both the words, tone of voice, and the body language, and to hear and remember the facts and feelings provided by the customer. It enables you to understand accurately what your customer wants and expects from you and the business. Effective listening helps the customer to feel like he or she has received personalized service.

Ask

WHAT TO SAY & DO:

• Respond to observed customer needs. Ask, “Have you contacted us before?”
• Do not rush the customer. Say, “Take your time” if they appear to be struggling with choices.
• Ask about the options of products or services.
• Ask whether the need is immediate or scheduled later.
• Ask about specific service preferences.

Your purpose for asking questions is to gather information and to check on items that you may not have understood. Use questions when you want to confirm specific choices, when you want to limit the choices, or when the customer has not been specific about the request.

Offer Information

WHAT TO SAY & DO:

• Provide suggestions for the most popular product or service items, special options or other recommendations.
• Possibly suggest implementation options.
• Tell the customer about the expected delivery time.

This includes describing the actions that the customer is expected to take in preparation for receiving their product or service. It also tells the customer your interpretation of the customer’s needs. It is the starting point for setting mutual expectations.

Restate

WHAT TO SAY & DO:

• Restate the product or service response that you have recorded.
• Mention those requests that may require a special response.
• Check to see if there are any additional items – “Is there anything else that you would like?”

This confirms that you heard and understood the customer’s request. You may also respond to the personal (non-request related) message that the customer provided.

Set Expectations

WHAT TO DO & SAY.

• Tell the customer about the actions that they may be asked to take and the check to understand if they have the skills or knowledge to complete the actions.
• Tell the customer if there are products or services that will be delivered separately.
• If there is a known response delay, tell the customer the estimated delay time.
• Check for understanding. Say, “Is there anything else that I can do for you?”

This tells the customer what you can or cannot do. It includes what the customer is responsible for and what the customer can expect of you. It is important to explain the limitations to the service in a positive way. Setting expectations will make sure that the customer understands his or her responsibilities and knows what will be delivered.

Get Agreement

WHAT TO SAY & DO:

• If appropriate, say the price of the response.
• Provide information on payment.

This is usually very brief but it is important. It makes sure that the customer understands and accepts the details of the service arrangement. It confirms that the customer finds the response satisfactory. It also offers an opportunity to adjust any errors in the response.

What to do and say?

• If there is a delay between the request and the delivery, greet the customer again and restate the requested response briefly.
• Ask for confirmation that the request is correctly understood. Say, “Is everything OK?”
• Ask, “Is there anything else?”

Check Satisfaction

WHAT TO SAY & DO:

• When there is an opportunity after the response is delivered, ask the customer,
• “Is everything OK?”
• Ask if there is anything else that the customer wants.
• Respond to requests as appropriate.
• As the customers leave, ask, “Was our response satisfactory?”

This step confirms that the customer received the quality products and service that was expected. It is important to check for satisfaction, even at the busiest times. It shows the customer that you care about them and their business.

Say Thanks

WHAT TO SAY & DO:

• Say, “Thank you” to the customer for their service

This step tells the customer that you appreciate their business.

Bridge

WHAT TO SAY & DO:

• Say, “Please call/come again if you require additional information. Have a great day.”

This step encourages the customer to return for service.

Challenges often faced by Customers

• Inconsistency in policies and service
• Inability to offer the customer alternatives or possible solutions
• Unwillingness or inability to meet expectations (when you are asked a question and do not have an appropriate answer; is put on to someone else)
• Breakdown at any stage of the customer interaction cycle

Customer Challenge

What to say and do:

If the customer request is not something that the service provider can do, he or she will contact the manager for assistance and return to the routine tasks. Outstanding customer service comes from building positive relationships with the customer

Once the customer need is addressed, verify that the customer is satisfied. If the customer is satisfied, the service provider will return to the routine tasks. If the customer is not satisfied, the service provider will contact the manager for additional response.

Developing the Customer Relationship

The following principles will help to develop the relationship:

• Be consistent
• Pay attention to the customer
• Understand customer expectations
• Verify understanding
• Assure agreement
• Request feedback
• Thank and build a bridge