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  • CANADIAN ENGLISH
    • How to Improve Listening Skills
      • Canadian Pronunciation
      • Exercise to Improve your Listening
      • Conversation Management Strategies
      • How to Listen and Understand
    • How to Speak in Canada
      • How to Improve your Speaking
      • What Canadians Talk about
      • Body Language in Canada
      • Are you Polite enough?
      • How to Improve Pronunciation
    • Reading Problems?
      • How to Improve your Reading
      • How to Read Faster
      • When Reading is Dangerous
      • Reading Food Labels
    • Improve your Writing Skills
      • How to Write Emails
      • How to Write Essays
      • Canadian Communication Style
      • How to Proofread English
    • Grammar in Canada
      • Most Important Grammar in Canada
      • Phrasal Verbs and Idioms in Canada
      • Pronunciation of Grammar
      • How to Learn Fast like Children
    • Teach English to a Family Member
  • FIND A JOB & KEEP YOUR JOB
    • How to Find a Job
      • Do you have Canadian Experience?
      • Co-op, Internship or Volunteering?
      • Canadian Work Values
      • Job Interview in Canada
      • Important Work Skills in Canada
      • Networking Rules for Immigrants
    • How to Keep your Job
      • Talking to your Manager and Co-workers
      • Speaking to Customers and Clients
      • How to Get a Promotion
      • Showing Respect at Work
      • Giving Gifts at Work
      • Role of a Manager in Canada
    • Powerful Work Phrases
    • Start your Own Business
    • How to Choose a Career
    • Canadian Workplace Behaviour
    • Financial Literacy
  • YOUR HEALTH IN CANADA
    • 5 Stages of Culture Shock
    • Winter Blues
      • Dressing in Layers
      • Cold and Flu Season
      • Vitamin D Deficiency
    • How to Protect your Children
      • Your Parenting Style in Canada
      • 13 Mistakes Immigrants Make
      • Psychological Challenges of Immigration
    • Diabetes in Canada
    • Cancer in Canada
    • Heart Disease, Arthritis, Gallbladder and Kidney Stones
    • Talking to your Doctor
      • Immigrants and Depression
      • Sick? Know your Options
      • Autism and Vaccines
  • CITIZENSHIP & IMMIGRATION
    • How to Immigrate to Canada
    • How to Prepare for Immigration
    • First Days in Canada
    • Prepare for Citizenship Test
      • Aboriginal peoples
      • British and French Colonists
      • Confederation
      • Modern Canada
      • Government and Federal Elections
      • Economy
      • The 5 Regions of Canada
      • Canadian Symbols
      • The Justice System
      • Rights and Responsibilities of Citizenship
    • Citizenship Test Memory Tricks
    • Canadian Systems
      • Is Canada really Multicultural?
      • How Canadians Celebrate Holidays
      • Protect yourself from Scams
      • School, College, University
      • How to Use Healthcare System
      • Taxes in Canada
      • How to Deal with Police
      • Government: Canada is not One Country – it’s 13
    • Canadian Culture
Speaking to Customers and Clientsadmin2018-12-21T02:23:57+00:00

HOW TO COMMUNICATE WITH CUSTOMERS AND CLIENTS

speaking to customers and clients

Speaking to customers consists of two parts: your body language and your words.

Start by greeting a customer/client. Welcome them with a pleasant smile to project a professional image – smiling is customary in Canada and it means you are being friendly. A simple “Hi, how are you today?” is appropriate.

Talk CLEARLY AND SLOWLY.  You may be speaking with an accent your customer doesn’t easily understand so make it easy for them. Speak loudly enough so that they can hear you without straining and getting frustrated.

Make EYE CONTACT – it’s a sign of respect and lets them know you are listening to them. Remember: Canadians listen with their eyes.

DO NOT INTERRUPT. You may already know what the customer is going to say as you deal with the same situation many times a day. It doesn’t matter – let the customer finish their sentence!

DO NOT USE SLANG OR JARGON. At work, you are in a professional role. Being friendly doesn’t mean being friends.

____________________________________________________________________________________________________

In Canada, they say: “The customer may not always be right but the customer must always win.”

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For the 8 hours you are at work, you will need to put aside your own personal feelings. You may be dealing with some problems at home or having certain health issues, but at work your job is to leave the client/customer satisfied. So smile, be nice, and pretend like you care.

__________

If a customer is complaining about something, listen! Let them talk. When they are done, acknowledge their emotions and show empathy. Say “I understand. I’d be  frustrated too.” Repeat what they told you the problem is – this lets them know you heard them. After that, tell them what you can do for them: “What we can do is…” or “I can find out…” or “The best option is…”

Sometimes you will need to apologize. If it is your or your co-workers’ fault, say “I’m sorry you (have been waiting for so long).” If it is not your fault, say “I’m sorry you feel this way…”

__________

If a client/customer asks you something and you don’t know, try to find out (if possible). “Good question. Let me find out for you.”

If you cannot help a customer, find somebody who can help them. Bring them to that person, then, if appropriate, introduce the customer to the staff and explain how they can help the customer.

If a customer asks “Where is..?”, offer to show them. “Let me show you/this way.”

__________

“Is there anything else I can help you with?” is the usual way to finish the conversation. Again, make eye contact and give the customer a moment to think. If there’s nothing else, say “Have a good evening/ Have a good one.”

___________

NEVER SAY ‘NO’ TO THE CUSTOMER! Instead, say “As much as I would love to help, it is not possible. Your best option is to…”

DO NOT SAY: SAY:
I don’t know.  Great question, let me find that out for you.
Over there.  Let me show you.
Unfortunately, no…  What we can do for you is…
I’m sorry, I’m sorry.  I’m sorry you had that experience. Let me help you….
Please calm down.  I understand, I’d be really frustrated too.
Let me be honest with you.  (tell customer the facts)
No problem.   You’re welcome. I’m glad I could help.
Sorry, that’s the policy.  This is our policy but I can offer you this alternative…
You don’t understand.  What can I clarify?
That’s not my department.  I know who can help you with this.
You should/you need to…  Now you can…
There’s nothing I can do.  What I can do for you is…

.

The Most Important Point:

Use POSITIVE language. The words like “good, great, sure, certainly, absolutely, gladly, fantastic, happy” will help you build good relationship with your customers and clients.

Read next:

Talking to your Manager and Co-workers

How to Get a Promotion

Showing Respect at Work

Giving Gifts at Work

Role of a Manager in Canada

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  • How to Find a Job
    • Canadian Experience
    • Co-op, Internship or Volunteering?
    • Canadian Work Values
    • Job Interview in Canada
    • Important Work Skills in Canada
    • Networking Rules for Immigrants
  • How to Keep your Job
    • Talking to your Manager and Co-workers
    • Speaking to Customers and Clients
    • How to Get a Promotion
    • Showing Respect at Work
    • Giving Gifts at Work
    • Role of a Manager in Canada
  • Powerful Work Phrases
  • Start your Own Business
  • How to Choose a Career
  • Canadian Workplace Behaviour
  • Financial Literacy
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