Customer Service - In-Person

You know that there are three ways in which you can provide customer service −

In-person or at-your-desk

Telephone

E-mail or chat

Here we will discuss about providing in-person customer service.

Deapng with At-Your-Desk Requests

Thumb rule of deapng with at-your-desk requests is never to turn a customer away. Whether it is an internal customer or external customer, you should never ever ask the person to come again just because you are busy. However busy you are, whatever the importance level of your task, being a customer service professional means that deapng with customers has to be your first priority.

When you receive an e-mail or a chat request, you can postpone responding to it if you are too busy, however, in case of at-your-desk request you don’t have that luxury. So you should develop mechanisms that assist you in shifting focus from one task to another without losing concentration.

Pros and Cons of At-Your-Desk Requests

Every coin has two sides. Even if handpng at-your-desk requests might seem annoying, it has its own advantages −

You get the opportunity to estabpsh a relationship with the customer directly

You can get your queries resolved on the spot

If the customer is happy with your personapty and behavior, your chances of satisfying him increases manifold

These are some of the disadvantages of at-your-desk requests −

You have to attend to the customer immediately

In case of a difficult customer the situation could deteriorate fast

If you need time to solve the problem, you will have to clearly tell the customer this

Using Positive Body Language

Besides your words, your body language conveys your intent to the person you are speaking to. When handpng a customer, you should be mindful of your body language.

Here are some tips to using a positive body language with customers −

Stop doing whatever you are doing and maintain eye contact with the customer

Nod at them after they have said something of importance

Sit erect without your shoulders drooping

Use positive hand movements and gestures

Never allow an expression of boredom to creep on your face even if you have heard similar complaints many times

Your body language should always convey positive and good intentions. This will induce the customer to have more confidence in you.