We can find varied tools to face difficult clients, improve effective communication and achieve assertiveness in the message conveyed. However, it is necessary to return to the simplicity of the Quality of Service, based on fundamental values, on basic norms for human relations and especially communication. That is why when we serve a client and we go to him, his name comes into play and takes a fundamental role. In addition to the initial greeting and accompanying our attention with a smile, the first thing we must do when beginning the dialogue with a client is to ask their name. The reasons are very simple and elementary:
- We achieve empathy with the client and establish a friendlier relationship, generating a high level of trust in the client. This will allow us not only to solve their problems in the future, but to capture their loyalty over time. It helps us to lower tensions when the customer arrives upset. It provides the atmosphere of a personalized treatment.
After knowing the benefits of using the name it is important that we use it every time we have to address the client.
It seems something simple and elementary, however, it is a fact that the majority of front-line personnel in companies or institutions do not use this instrument to get closer to their clients, know their concerns, attend to their requirements, complaints and in general establish with them a relationship that lasts over time.
It is necessary to make a habit of this premise and thus always take the first step towards a correct and friendlier service to our clients. See for yourself in the role of customer, the next time you go to a restaurant ask the name of the innkeeper @ who attends you and every time you require their services use his name to call him @ instead of Mr., captain, friend @, brother @, etc. You will notice the difference in the care received.
If you work in direct contact with the client, always address him (orally and in writing) by name and precede it if possible with Mr. or Mrs. as the case may be, your clients will thank you. It is a very simple technique that generates enormous results in the perception of the Quality of Service of the company or institution that you represent.
