Professional Documents
Culture Documents
Customer Relations Handbook (To Be Printed)
Customer Relations Handbook (To Be Printed)
Customer Relations
Greeting and interaction with customers
Staff Handbook
There are many circumstances that could be taken into account when
answering this question , and they include the following:
Are you greeting the customer over the phone or in person?
Is the customer a new contact or a known client?
What type of organisation do you represent?
What level of formality is required within your industry? A different level of
formality might exist in a lawyers office than would be present in a
hairdressing salon.
What level of the organisation do you represent? If the customer has already been
greeted at reception and then been transferred or referred to you there is no need at
the second greeting to reintroduce the organisation to the customer as part of the
greeting. The first greeting will therefore introduce the company, and then the second
greeting (at departmental level) will introduce them either to you personal ly or the
department you represent.
One could also suggest that the time of day should have a bearing on how the
customer is greeted (good morning or good afternoon).
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If the telephone is answered at a departmental level, then the second stage would
instead identify that department, rather than the organisation that the department is
part of. This is because the person who took the call at the organisational level will
have already identified the organisation.
A typical departmental level telephone greeting might therefore go something like
this:
Good morning, Board wear, George speaking.
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Many of us have stresses at home or elsewh ere outside of work, and we should take
care that we do not allow these to affect our work performance. And work
performance also includes the way we relate to others, particularly customers. Your
workmates might forgive you if you are obviously having a b ad day once in a while,
but the customer that encounters your miserable or grumpy attitude just once may
decide never to do business with your organisation again.
Generally, if the greeting is delivered with a smile it should come across fairly well.
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If your organisation has a telephone policy that deals with this is sue you should
adhere to it unless there is going to be some inconvenience to an existing customer
inquiry
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For further information, you may like to refer to the Staff Handbook on Personal
Skills and Presentation, available from HR Reception , ext 8765.
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