Chapter 16

Customer Etiquette

The importance of the customer has been recognised.

Companies are today more customer focused

Customer etiquette is what one does to make the customer feel good

It is important that…

When a customer enters the office he should feel comfortable. Therefore the place should be• Clean• Neat • Pleasing to the eye• Uncluttered• Comfortable• Pleasant ambience

A few important amenitiesComfortable chairs

Waiting/ conference room next to the lobby

Magazines and periodicals

Washroom nearby

Soft and pleasing music playing in the background

Neatly dressed and properly groomed staff

The reception areaA receptionist table creates the first impression (good or bad). Therefore its

important

The table is uncluttered

The receptionist is not busy attending to calls and computers while the client waits

Have a smile on her face

Greet the client with pleasantries

Enquire who he has come to visit

That the client be made to wait comfortably

Offered a refreshment while he waits

Thank him for his patience

At the meetingBe prepared to listen

Listen attentively

Ask appropriate questions

Offer workable logical solutions

Offer service more than what is perceived

Use appropriate language

Be proactive and helpful

Treat him as the most important client you have

Remember

Etiquette is caring for your clients and their needs