Employee posture
The posture show how confident and positive is an employee.
Your body position
Body position of the employee tells other about that employee. If the employee stand too close to stranger then he will normally move away to keep his distance.
- Working environment, work area and equipment
Every business need happy environment for their staff and customers. The entire staff member should work safely, keep their own work area and tidy. The employees should follow these points to make environment happy and busy.
- All employees should tidy up the working area.
- All the paper work should be kept on the top to a minimum.
- Employees should put all the things in it’s’ place.
- They should keep walkways, aisles and area behind door completely clear of clutter.
Interpersonal skills
Interpersonal skills include the habits, attitudes, Behaviour, first impression and greeting customers, building customers relationships and responding to different customer behaviour which an employee use around customers which affect how they get along with them. Employees sometimes do not understand how important interpersonal skills really are. They need to examine their own impressions on their customers to make better impression.
Attitude
Attitudes come from judgments and the way we think. If any customer is happy they will be positive and will be very friendly with customers. If employee is bored he will be negative and will be rude with their customers. Customer and company always expect employee with a “can-do” attitude which impress the company and customer too. All the positive people always have high personal standard and always want to do their best, they are capable of doing this.
Behaviour
When a customer enters the shop they always expect good behaviour from the employees, to give good impression on their customers. If an employee is a positive person so he will behave in a very cheerfully and friendly way, they should not be rude to their customers if they are depressed.
First impressions and greeting customers
When a customer enters the shops the interpersonal skills of the employee are on show from that moment as employee greets a customer. Many organisations spend lots of money on their reception area and their telephone system. To give an good impression on their customers.
Building customer relationship
Some employees like solving the problem of their customers and all employees find best way to help them. All employees aim to give a positive response to their customers request for example in PC World all employees listen carefully to their request and note down because there are some long or complex requests they have to deal with. To make good relationship with their customers they need to follow these points below.
Responding to different customer behaviour
When a customer walk into the store, employee has to watch the mode of the customer to approach him, if customer is happy and plenty of time to chat so the employee can approach him easily, if customer is being rude and shouting unreasonable so employee try to clam down and make customer calm down too.
Communication skills
The importance of tone
All employees use different tones in different situations. When they talk to their friends they talk in an informal way but in the shop it is important for them to speak in a formal way, the words they use when they talk to their friends should not be used within the shop because if there is a senior customer in the shop they need to be give respect and be polite with to make them come back to the shop.
Speaking clearly
A speaking worker clearly organizes and effectively presents ideas orally.
Speaking is a Communication Skill. Communication Skills of an employee demonstrate the ability to receive and relay information clearly and effectively.
Aspects to keep in mind when speaking with customer are:
The pitch of your voice
It is important for an employee to make their pitch low because pitch makes employees sound interesting and enables employees to hold people’s attention better than if they speak in a monotone.
The pace
It is important for an employee that he should speak slowly and should not speak so quickly that they make customers angry or confuse.
The language
Employees should not use other languages and should always speak in English when they talk to the customer.
Listening skills
Employees should make sure that their mind is focused on their customer. They should not look out the window or at what else is going on in the room. Employees should let the customer speak and then start speaking. To improve their listening skills with the customer they should follow the point below:
Active listening
Active mean focusing on the customer and don’t look anywhere else and should not ignore them.
Reflective listening
Saying back to the customer what they ask from you.
Appropriate to the customer and the situations
When a VIP enters the shop the employee has to greet him and talk to him in a very respectful manner because if an employee starts shouting he will be very angry. so the employee should assess the situation and handle it like a professionally.
Customer service situations
There are two kinds of situations in an employee job role which he has to manage properly.
Urgent Situations
It’s a common situation for an employee because in a retail store in Christmas time he has to manage too many things at once, but he has to response to his customer in a very fine way and should not ignore them.
Difficult situation
Some time the employee cannot sole the problem of the customer and the employee start getting into pressure. So the golden rule is that the employee should not panic and get a help from his partner and trying to cope with customer and should not leave the problem on someone else.