Customer service reps who are “welcomers” make people feel important, appreciated, and valued as a customer and as a person. But not everyone is a natural welcomer. If you fall into that category, be alert to opportunities to welcome new customers to your organization.
Richard R. Shapiro, author of The Welcomer Edge says that there are certain phrases that should always trigger a welcoming response from reps.
For example, when a customer says, “This is the first time I have called your company,” or “I haven’t ordered from you before,” the rep should offer a warm welcome. This might include language such as, “I’m so glad you found us. How can I help you today?” or “Welcome to XYZ, I’ll be happy to walk you through the order process.”
This type of welcoming conversation will help build rapport and get the relationship off on the right foot.
More refreshers and quick tips appear in the January issue of Customer Communicator, the training newsletter for frontline reps.