Saturday, 4 June 2011

Essential communication

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One of our clients, whose husband recently passed away came into the office today and was greeted by Alan McDougal our receptionist whom she says was very off handed with her. She was very upset.

The Probate department deals with Wills and the administration of a decease’s Estate by Executors in the High Court, therefore this subject is very sensitive and should be handled with care and consideration for the client(s).

• Please read these helpful hints listed below. This is for all office staff.

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• Once you have greeted the client and confirmed who they are visiting it would be polite to offer them a seat in the waiting area until the required person is available.

• Always be polite even when the client is not.

• Try to be sympathetic towards the client’s individual needs.

• If a problem cannot be resolved at this level then inform the client that you are passing their complaint to the office manager.

• Try to keep the client informed of any delays. Keep reminding the member of staff that they have a client waiting.

• Try making general conversation so that this may help keep the client from walking out and making another appointment.

• Always be friendly and polite especially with shy or nervous clients.

• Always make sure you and your clients understand each other and if necessary repeat the procedure until the client is clear about everything that has been said but always remain calm.

• If as in this case the client is very upset it may be a good reason to suggest a quiet private room for them to compose themselves and calm down until the appropriate member of staff is available.

• Offer them a drink and try and make a light conversation.

• Remember that you are dealing with a very sensitive subject, try and be supportive and understanding of there feelings.

• It is a good idea to practice these points not only for the good of the Company where the client is concerned but also for your work colleagues, a happy cheerful atmosphere is always more calming than a tense atmosphere.

• The way you say something to a customer is often more important than what you say.

• End your interaction by extending your service, before leaving a client ask them if there is anything else that you can help them with.


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