We CREATE. We INNOVATE. We ACCELERATE. Performance Leadership Training Individual & Team Professional Development at Susie Wilson Finishing School, Melbourne Australia. www.susiewilson.co

1. Etiquette For Everyone
Susie Wilson
Australia's Leading Etiquette Expert.
-SUSIE WILSON -
Core Competencies
➢ Excellent Business Development skills developed through several key sales & marketing
positions in start ups as well as small boutique companies.
➢ Strategic leader and planner with strong qualities in operations, team and staff
development.
➢ Passionate about changing the world for the better through own social enterprise.
➢ Communications specialist, with strong knowledge and experience with not for profit
organisations as well as public organisations. Broad marketing and branding experience
within retail and companies through project management, as well as consultancy.
Specialities- Relations management, Etiquette and Protocols- People negotiations, Planning
and development, Relationship management, operations, and logistics coordination and
scheduling.
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2. The customer etiquette is
divided into three major
categories and is dealt below:
Value addition etiquette
Computer related etiquette
The Sale is Important
These rules would assist you in maintaining their old
customers in addition to gaining new ones.
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3. Personality Based Etiquette
Train your Tone: Tone plays a vital part in real time chats where the
conversation mirrors a verbal communication. The tone should reveal your
personality as warm, courteous, and knowledgeable. A simple example would
be the case where a helper with a “Hi; How can I help you today?” greeting
message sounds great to a customer than a helper with just a “Hi.”
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4. Always Keep Discussions Professional:
Sometimes customers may talk to you coarsely, treat you poorly, or even slander
you even though you committed nothing wrong. In such cases, it is always
important to react professionally and do not get sucked into a negative
exchange. Maintain your cool and reply back in a respectful manner. You always
have a right to respectively decline to speak any further with the customer. One
poor exchange can ruin your reputation and future customer sales.
Value Addition Etiquette
Respect People’s Privacy:
It is of utmost importance to respect people’s private online property as one
would of their physical property. Remember that the customer is seeing you
work with his computer. Customers’ may like things done a certain way, so show
prudence and ask for permission before taking important actions.
Computer Related Etiquette
Clean it up: If you happen to download and install software on the customer’s
computer, make sure you remove those which you consider unnecessary for the
user. A better option would be to ask the customer whether he/she would like to
keep them or not.
The Sale is Important
Remember to “Always be Closing” (ABC) : Your goal is to make some additional
income and hence keep your goal in mind. Selling does not mean you are rude
or pushy, but think about things that will help convince the customer on your
service throughout your discussion:
Beginning of the conversation: Start by saying “I can help you solve that
problem quickly” or “Please describe your question and I can get you back and
running fast.”
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