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Unit 3. Service phases - Coggle Diagram

- - - - To leave what is at hand to devote exclusive attention to it. To be unconcerned about everything else while attending to the customer. Focus on the customer and generate a desire to provide professional service, overcoming boredom, tedium, tiredness and showing enthusiasm.
    - - Welcome them by showing confidence and knowing how to keep your distance, applying the appropriate treatment, without being rude, from the outset, in a name-calling that does not respect age or personal qualifications.
    - - Initiate the relationship with opening questions that help you state your need or problem and demonstrate the availability of your caregiver, such as, "How can I help you?"
    - - Paying attention to them when they explain their needs, problems or the reasons that led them to join our company. It is not a matter of hearing but of listening. Active listening involves, firstly, physically attending to the customer, looking at him, following his conversation, making gestures and uttering words that indicate follow-up and assent; secondly, trying to understand what the customer is saying and what he wants to say.
        
        Avoid interrupting, wait until you have finished your message and ask for clarification when you have not understood. Likewise, do not get carried away by appearances and first impressions. Do not give solutions in advance or presuppose what you are going to say or what has not been said. It is necessary to understand what the client is saying, what he wants to say and what he feels, and for this you must ask effective questions, putting yourself in the client's place and trying to tune in with his feelings.
        
        Between the two extremes, professionalism acts to find the most convenient solution.
- - - - The expression of the question is related to the rhythm, which is nothing more than the quantity, frequency and sequence of the words, and to the attitude, that is, expressions of approval or disapproval, intolerance or closeness when asking the question, we must be neutral.
- - - - a trip, an agenda, a birthday call, etc.
        
        Loyalty has to do with gratitude, with the certainty that the desire to improve something and to see that it will be fulfilled.
- - - - To:
        
        To assure the customer in his choice, whatever it may be.
        
        Building trust.
        
        Prepare for future meetings; a customer is never completely won or lost.
        
        Make him/her an advertising agent; a good reference or a pointer.
        
        Not to let you down; because the sale is a transaction between two people who deal to their mutual satisfaction.