CUSTOMER & STAFF RELATIONS
Customer relations are the relationships
that a business has with its customers and
the way in which it treats them.
Good customer & staff relations require
courtesy, professionalism and effective
Non Verbal Communication with
Appearance and Miscellaneous Cues
• Hygiene (regular • Personal habits
combing of hair,
use of mouthwash etiquette and
and deodorant) manners
• Clothing and
Uniform Worn with Pride – Badge of
Professionalism – Clean, Neat, Fresh-
Looking at All Times
Good Grooming – hair neatly cut and
combed, Nails are clean and trimmed, no
Teeth are clean, brushed and flossed
Clothing Fits Properly
Shoes are shined and in good condition
Honesty instils trust
Ready to Assist from opening doors,
helping guests with chairs, packages,
Polite words and deeds and considerate
Accomplishing what’s promised
Fulfil commitments and to work on time
The Front-of-the-House is not a place for
Speak only about business, the job at
Needs of the Guests are paramount
Avoid discriminatory remarks and uncalled-for
The innate ability to say or do the right thing at
the right time without giving offense to others.
We are all diplomats in our own right and little
• Brief eye contact • Yawning
• Eyes wide open • Frowning or sneering
• Smiling • Attending to matters other than
• Nodding affirmatively
• Leaning away from customers as
• Expressive body gestures he/she speaks
• Open body stance • Subdued or Minimal hand
• Listening actively gestures
• Remaining silent as • Staring blankly or coolly at
customer speaks customers
• Gesturing with open hand
• Pointing finger or object at
• Clean, organize work area customer
• Disorganized, cluttered work
• Plan your messages
Communicating • Greet customer warmly
Positively… and sincerely
• Be specific
• Use “small talk”
• Use simple language
• Ask positively phrased question
(Instead, “Why do you feel that
Use: What makes you feel that
way? Instead, Why do you want
that color, use : What other
colors have you considered?)
• Communicate to your customer’s
• Agree with customers
• Solicit customer feedback and
Words and phrases
that BUILD relationship:
I can or will
How may I help?
I understand how you feel
Would you mind…..
I apologize for….
Words and phrases that
You don’t understand
You don’s see my point
Avoiding Hold on a second
Negative Our policy says (or prohibits)
Communication That’s not my responsibility
What you need to do is…..
Why don’t you
The word “problem”
The word “but”
The word “no”
MOMENT OF TRUTH
The precise instant a customer comes
into CONTACT WITH ANY ASPECT OF
YOUR BUSINESS and, on the basis of that
contact, FORMS AN OPINION ABOUT THE
QUALITY OF YOUR SERVICE and
potentially, THE QUALITY OF YOUR
CUSTOMER SERVICE PERSPECTIVE
WHY CUSTOMERS QUIT
Move Away 3%
Other Friendships 5%
Competitive Reasons 9%
Attitude of Indifference
toward the customer by
some employee/s 68%
Service Recovery Strategy
Express Listen to Uncover the
respect understand expectations
Outline the Take action Double check
solutions and follow for satisfaction
Hot – Tempered
Don’t Trade Insults
Don’t Be Sarcastic
Fix the Problem
Apologize but don’t
Don’t Blame your
Agree to a Solution
(and DO IT)
Is a Show Off
She has reached
Her Good Taste
polite , helpful
Treat her with
Don’t put her
Agree to a course
of action and
stick to it
Loves to chat and
share his life story
straight to the
Tells you more
than you need to
Is difficult to get
what he says
Watch your body
Is a Show Off
Take a deep
Don’t Rush Her
Don’t be bullied
Set out all the
Let the Customer
What can I do for you?
Let me fix this for you
How can I help you?
What can I help you with?
Let me find out.
Let me take care of that for you.
Let me get some help for you.
Let me show you what we have.
I don’t know
We don’t have it.
We can’t do that.
I just work here.
This isn’tmy section.
Don’t blame me.
My last customer was…
My boss is on my case.
I can’t wait to get out of here.
I haven’t had lunch yet.
Say what you can do…not what
you can’t do!
Say “I’ll do my best…” or “Let me
see what I can do…”
Is part of our business – not an outsider.
A customer is not just money in the cash
register. They are human beings with feelings
and deserves to be treated with respect.
Is a person who comes to us with their needs
and wants. It is our job to fill them.
Deserves the most courteous attention we can
give them. They are the lifeblood of this and
Is the most important person in any
Is not dependent on us. We are
dependent on them
Is not an interruption of our work, but
the purpose of it
Does us a favor when they come in. We
aren’t doing them a favor by waiting on
nice as a
It takes 72
only 14 to
is the sound of
his own name.