Warm, Sincere closing

Welcome Welcome to the lesson on Warm, Sincere Closing! Regardless of the nature, or purpose of the customer service conversation, it is important to close the conversation in a way that reinforces to the customer that you care about them and appreciate their business. In this session, customer service professionals will practice articulating warm, sincere closings that make your customers want to return. Benefits: Stronger customer relationships Improved customer experience More repeat business

Lesson Objectives By the end of the lesson you will be able to: Use the 3 step closing to complete your customer interaction. Communication Target: Articulate a warm, sincere closing to any conversation that includes: The customer’s name Thank them for their business Invite them back While maintaining eye contact, and a warm, friendly tone.

Closing on a positive note The closing is the last thing you say to your customer before they leave. You want to make sure that it completes the transaction in a way that makes them feel like you genuinely appreciate their business and want them to return. This is your last chance to make their experience with you memorable, and build a relationship that they will tell others about. A friendly opening and closing to every conversation will create a consistent experience for your customers and increase customer loyalty and referrals.

Make a lasting impression There are many components to a warm, sincere close. Here are a few things to think about: Maintain, or re-establish eye contact. Smile! Always thank the customer for his/her business, or for coming in today. Use the customer’s name (again). This makes the interaction personal and creates a connection for the customer. If any further action or follow up is required for this transaction, repeat your SMART action steps in your closing. Invite the customer back.

Practice Regimen Practice closing your conversations using the 3 part closing, while maintaining eye contact (in person) and a warm, positive tone. You will articulate 2 different closing statements, that each contain all 3 components.