In stores and restaurants of all kinds the transaction ends with a receipt. It’s like a summary of what went before — you selected 2 percent milk, Greek yogurt, and a bunch of bananas. You paid $6.95.
In the January issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Richard Gallagher, says that frontline reps should also give customers a receipt at the end of a call.
A really good verbal receipt, Gallagher says, can do even more than recap, “It shows that you are engaged, competent, and concerned for the customer.” To do this, verbal receipts should cover both the facts and the emotions of the conversation.
For example a rep might say, “Just to recap, the public works team will arrive at 2 p.m. tomorrow. The tree removal should take 1-2 hours. Thank you for your patience and understanding while we clean up after the storm.”
Practical tips like this appear regularly in Customer Communicator newsletter.