Matching and leading the way

Matching and leading the way

Everyone can create a positive first impression of the company, or building you work in, regardless of your role, but how do you make a good impression?

This module looks at the simple ways to make our customers feel valued and special.

Summary

Starting a conversation and leading with positive body language is a great way to build rapport with our customers. Did you know that when we communicate with others, the intention of our message is delivered in the following way?

Words represent just 7% of human communication related to feelings and attitudes, tone of voice accounts for 38%, and the remaining 55% comes from nonverbal sources, such as body language and facial expressions.

So it is important to think about all three, especially when in a more challenging conversation with a customer. But let us think about a more general situation. There are two simple ways to make a customer feel recognised and special:

  1. Striking up a conversation with them
  2. Remembering and using their name
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What you need

  1. A few old magazines and newspapers which have pictures of people and their names.
  2. Have what this module looks at and video on the screen ready to play.
  3. Room for the team to be together in pairs.

Exercise

This is an interactive exercise that explores how to make a good impression with our customers and a technique on memorising names. As discussed in module two, customers will judge each experience with us based on what they See, Hear, Think and Feel.

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