Customer Service Training Tips

Experts say it takes only three seconds to make a first impression. Whether your communication begins with a simple e-mail message, telephone call or person-to-person visit, the first contact is the most important. How you present yourself along with the questions you ask determines your success. And while there are no guarantees that any one strategy will work every time, applying the following few techniques will help make an impression that will certainly impact your very ability to establish a strong rapport.

1) The first and most important strategy for breaking ice is being fully prepared. Familiarizing yourself with the prospect opens the way to conversation.

2) Your overall appearance is critically important to the way you present yourself. Your body language and your tone speak as loudly as the words you say, therefore each presentation must be offered with cheerfulness and confidence. Feeling good about your appearance is critically important to the way you present yourself. In fact the confidence you feel both about yourself and your product might well be the primary ingredient for winning over a prospective client.

3) One way you can connect with a potential prospect is by being your authentic self. Allow your personality, integrity and sense of humor to shine through. If the person you’re meeting is aloof or hard to connect with, they might just need a bit more convincing. So rather than leaping right into the sales presentation the minute you start talking, speak first about some mutually interesting topics of conversation.

4) There may be times when you meet with a client and you don’t feel an immediate connection. Consider it a challenge. After all, your mission is to be the most important resource to your client therefore your goal is to impress the potential client with your ability to solve their problems. Pay careful attention to what the client really needs by actively listening. State clearly and plainly how you’ll be able to help.

5) Listening to what your client has to say is extremely important. When paying attention to conversation, you learn a lot about the potential client. Ask questions, but be sure to pay attention to the answers. Additionally, use common courtesy by letting the prospect know that you understand how precious time is to him. If you requested 30 minutes and the potential client agreed, respect that time frame.

Be sincere, respectful and open-minded. Take the time to understand the client’s needs and they’ll take the time to understand yours. If you plan, prepare and manage the initial breaking of the ice effectively, they will soon be considered a well-established business associate.

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