SERVICE ETIQUETTE Meeting Attending to Parting pleasantries customers pleasantries
Meeting pleasantriesNon-Verbal Signals Verbal Signals 1 • Body Language – Look 2 • Introduce yourself clearly. approachable and be approachable. • Ask the customer how she/he would like to be • Welcome customers with addressed. a warm smile. • Always maintain eye contact. • Be conscious of your grooming.
Attending to customersNon-Verbal Signals Verbal Signals 1 • Project a “customer- 2 • Be specific when first” mindset. answering questions/giving • Always be ready to lend directions. your customers a helping hand. • Be prepared to go the extra mile. • Be aware of your body- language; should be • “Wow” your customers. positive
Parting pleasantriesNon-Verbal Signals Verbal Signals 1 • Maintain eye contact. 2 • Thank the customer for doing business with you. • Smile to show your appreciation to serve • Express appreciation for him/her. interest in the product/ service even though • Always maintain a he/she does make a sale positive body language • Ask the customer to come back
Form of AddressMALE 1 Use “Mr” to address men Use Sir if you do not know his name.FEMALE (MARRIED) 2 “Mrs” to address married women Use Madam if you do not know her nameFEMALE (SINGLE OR MARITAL STATUS UNKNOWN 3 ”Ms” to address women who are single or whose marital status is unknown. Use Madam if you do not know her name.