Welcome to our on-line customer service training at Mairead O'Leary Opticians. We hope you enjoy it and we look forward to your feedback.
The Just Passing Customer - Greeting, establishing rapport, being friendly, being helpful, questioning.
Customers like to be greeted and acknowledged once they visit the practice. The style of service at Mairead O'Leary Opticians is not to pounce on people and sell, but to build at trusted long term relationship with our customers. The initial greeting should be warm and friendly with a welcoming smile. We are honoured that these patrons have entered our home! yes our home. That is the mindset that will carry through to our body language. It is widely believed that 70% of our our communication is with our body language 20% with our tone and 10% with our words. People make decisions with their emotions, so our connections to them is at an emotional level. That is how trust is built step by step. However the words we use, the tone of voice we use, is important as it assists us in making our body language communicate our meaning to our customers.
A young couple enter the store on a Monday morning shortly after opening.
We were just passing and didn't realise that there was an opticians here
Customer Comments "Oh it must have been the fit out - I knew there was an optician on the ground floor." How to you respond ?