The right amount of attention
Remember that you need to provide the "right amount" or "balance" of attention to your customer. This means not being pushy, overbearing or dominating. For example, there are many times when a customer will be happy just browsing and does not want to be interrupted. Have you ever felt intimidated by an overbearing or over-zealous service provider or an internal provider who is so eager to please that they constantly check progress to the extent that they disrupt your work?
If you are offering a range of suggestions or choices to a customer regarding services or products available, remember that a long list can be confusing. Break your offers or responses down to manageable portions. There is a limit to the amount of information that can be absorbed at any one time.
Key service concept:
It is relevant to reiterate a point that was made in an earlier chapter. Be certain that you know your product or the services that you offer. Know the features, capabilities and the benefits. You need to constantly update your product or service knowledge; for example, you may need to know about additional services, new products, new technologies, additions to a range of services or products or any discontinued lines or services.
Activity 9.1
Write down a list of sources of service knowledge for your position. You may prefer to use a position with which you are familiar, one that you would like to hold or a position that you were previously employed in. Be resourceful in your response.
Back Page