In business, I focus on simple systems. Oftentimes that means going back to basics. That leads us to ask: What few things, if implemented, would bring the greatest results? What if you and your team members improved the following skills?
How to shake handsStand about an arm’s length from the person whom you wish to meet. Extend your hand, fingers long, so that you can clasp the whole of the other person’s hand.
Don’t just squeeze their fingers. Engage the handshake with a firm clasp. No limp “dead fish” hand holding. And don’t crush their hand.
Hold their full hand for one count, and a single “pump,” using your elbow, not your wrist. At the same time, smile and look them in the eye. Say politely, “Nice to meet you.”
As a service person, you may want to offer your business card. Then, if the person you are meeting wants to shake hands, they will offer theirs. Follow their lead. If they don’t offer their hand, then just smile and establish friendly eye contact. Or if they offer their left hand, well, maybe there is some injury to the right hand or they have a different hand shaking idea in mind. This isn’t a contest – just a way to acknowledge someone and start a friendly encounter.
How to answer the phoneAnswer the phone with a formal company greeting, and identify yourself. “Thank you for calling ABC Inc. This is Ellen. How may I be of service?”
Always smile when talking on the phone, as it adds a pleasant tone to your voice. In the service industry, the caller is often frustrated by an emergency and they want to voice their request or concern. Listen. Respond empathetically and positively. “Oh, dear. I’m sorry you’ve been inconvenienced. The good news is you’ve called the right place! May I ask you a few questions so we can best help you?”
Be friendly and efficient. Don’t interrupt. Follow a good procedure for getting the caller’s information and enter it directly into your customer management software. You’ll need to use a headset to do this without harming your neck. I don’t know why so many customer service representatives fight the headset. Your body, and your customers, are well served by wearing the proper phone gear.
If you must place the caller on hold, say, “May I place you on hold briefly while I … ?” Then wait for permission. If they say, “Yes,” then say, “Thank you! I’ll be back on the line in a few moments.” When you pick up the caller from hold, say, “Thank you for waiting. Here’s what we can do … .” Never just say, “Hold please,” and place someone on hold.
How to stand and deliverStanding and speaking are important skills when talking to customers, as well as delivering a eulogy, making a speech or meeting a head of state. I call this practice “Stand and Deliver.”
You must stand on your feet, equally balanced, with your hands outside of your pockets. You can hold on to what you are reading, but you may not hold or lean onto anything else. Stack your bones, nice and tall, head up, so that you are balanced on the earth. Speak clearly. And practice!
Once you pay attention to this, you will notice how few people are comfortable just standing. Don’t let that be you.
Ellen Rohr is an author and business consultant offering profit-building tips, trending business blogs and online workshops at EllenRohr.com. Her books include “Where Did the Money Go?” and “The Bare Bones Weekend Biz Plan.” She can be reached at ellen@ellenrohr.com.
