& Customer advisory Page 22
- Body language
- Do I use gestures and facial expressions so that it does not seem to be
rejecting for the customer ?
- Do I keep a polite distance to my conversation partner so that he does not
feel to be pressured ?
- Do I understand to convince the customer instead of trying to talk him into
a decision he probably would not have made of his own ?
- Do I manage to clarify the wrong opinion of a customer about a particular
subject without him feeling offended (e.g. in the customer complaint case)
- Can I avoid an open dispute with a customer ?
- Can I speak imaginatively ?
- Can I make the customer feel better and can I get him into a good mood by
choosing my words appropriately and skilfully ?
- Can I come up with formulations that can cheer up customers if necessary
- Do I tend to talk too much during a customer conversation ?
- Can I keep control and not make ironic comments even if the customer's behaviour
provokes one to do so ?
- The art of "speaking"
- Am I an agreeable conversation partner and listener ?
- Do I allow the customer to freely express all his wishes and do I give him
enough time to describe all his problems ?
- Do I succeed in keeping my own person in the background or do I always try
to push myself into the foreground during a customer conversation ?
- Do I manage to make the customer feel that he is important ?
- Can I formulate my questions so that they do not seem irritating or indiscreet
- Can I control my facial expression and gestures so that they do not appear
exaggerated in they eyes of the customer ?
- Can I also remain silent and say nothing if it should be necessary ?
- How do I behave if a customer brings me in a situation in which I can not
give any answers ? Do I become unsure or do I succeed in freeing myself of
the situation without appearing ignorant or incompetent ? Do I manage to get
out of the defensive without bringing the customer into the same situation
It is advisable
to test oneself with these questions in certain time intervals and observe oneself
in order to positively correct the own behaviour if necessary.