First ImpressionYou never get

a second chance

to make a first impression!

How many of you agree to this statement?

Tips to create a Positive Impression• Be presentable

• Respect customer’s time / don’t be late for appointments

• Behave appropriately with customer and other family members

• “Namashkar”Greet the customer

• I am <your name> from Samsung.Introduce self

• “I am from Samsung and I am here to solve the issue that you are facing with your Samsung broadband connection”

Explain the purpose of visit

Some More Ways to Greet the Customer

• Good morning/afternoon/evening, I am <your name> from Samsung. I am here to give you demo of the newly bought washing machine.

• Hello sir/ma’am. My name is <your name> and he is my colleague <name>. We are from Samsung and have come for installation of Samsung LED TV.

• Good morning/afternoon/evening sir, I want to meet Mr. <name of customer>. I am from Samsung and have come here to repair your Samsung refrigerator.

Points to Remember

Tips to Greet a

Customer

Smile

Eye Contact

Voice

Look Alert

Hands in the Open

Grooming

Posture

Name Tag

If the Customer is on CallThere are situations when a customer is not available at the house and some other person (either relative or attendant ) is present. In such a situation, at

times customer comes over the phone and the fault repair engineer needs to speak to him/her regarding repair work.

If the Customer is on Call• Seek permission from the attendant/relative to call the customer

• Greet the customer, for example hello, good morning. Good manners

shows that you respect the customer

• Give your name. This is a courtesy that serves to personalise the customer

service experience

• Tell the customer that you have come to repair the broadband connection

at his/her house. Politely seek permission from him and explain the tasks

that you would be performing at his/her house

• Give assurance to the customer

• The greeting is the key, it sets the tone and style of the whole interaction

Role Play

• Clean the customer’s premises and use the dustbin for throwing the trash or carry it with you outside the house and throw it in a

community trash bin.

Clean Up When Done

• Ensure the you call the customer 30-45 minutes in advance of your arrival.• Go prepared, check the address before you enter the

customer’s premises.

Be at Your Best Behaviour

• Dress up professionally and follow grooming norms.

• Carry newspapers in your toolkit instead of asking the customer.• Spread the newspaper on the floor before you

start working.

• Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor.

• Carry a water bottle in your toolkit instead of asking the customer for water.

• Be polite, friendly and well behaved with the customers

• Greet the customer during a visit

• Respect their comfort zone

• Check your toolkit before reaching the customer’s premises

• Ring the bell once or twice. Do not ring continuously

• Mind your tone and body language

Be at Your Best Behaviour

• Be extra careful if there are women and elderly people in the house • Carry newspapers in your toolkit instead of asking the customer

• Spread the newspaper on the floor before you start working

• Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor

• Carry a water bottle in your toolkit instead of asking the customer for water

• Do not carry the helmet inside the customer’s premises, instead lock your helmet to your bike

Be at Your Best Behaviour

Be at Your Best Behaviour• Keep your mobile phone, keys, wallet in your pocket. Do not keep them

on the customer’s table etc.

• Keep your phone on silent/vibration mode and avoid answering in front

of the customer

• If necessary, take permission from the customer and go in seclusion

(outside the customer’s premises) to talk

• If the customer insists on serving tea, coffee, refuse politely, however, if

he/she is insistent (offers the tea at least thrice) then smile say thanks

and have it – don’t be rude and say “no”. If you need to say no, then,

smile and say, “no thank you sir/ma’am!”

• Leave your footwear outside

• Do not chew tobacco inside customer premises

• Do not smoke

• Do not look here and there and stare at family members while working

inside the customer premises

• Let the customer escort you

• Apologise without delay, in case of any mistake at your end

• After completion of work, always politely thank the customer

• Greet the customer while leaving by saying, ‘Have a great day’

Be at Your Best Behaviour

Be presentable

The way we dress affects the way we think,

the way we feel, the way we act

and the way others react to us.

Do you think, the executive is properly groomed for office?

Be presentable

What is grooming?

Grooming is the basic cleanliness and overall neatness of the body.

Be presentable

• Clean shave• Neatly-trimmed moustaches• Short haircut and properly combed• Trimmed and clean nails• No body odour• No paan-stained teeth• Formal dress • Polished shoes• Neat socks• Light coloured shirt with a dark coloured trouser• Well ironed and wrinkle-free clothes• Shirt tucked in• Dark-coloured formal shoes, preferably black or brown• Shoes should be polished and not worn-off at the edges• Formal belts with a sleek buckle

Be presentable

• Good grooming increases self confidence

• A pleasant and a cheerful FE creates a favourable atmosphere for a long term relationship with the customer

• Good grooming helps in winning customers’ respect

Be presentable

Be on time

• Reach on time as per appointment

• In case of any delay due to unexpected reasons, keep customer informed and reschedule appointment if required

• Be flexible as per customer’s need. In case, customer wants an appointment which is beyond TAT, respect that ask

Behavior with customer and family membersWhenever you visit a customer, there are chances that the customer might not be present at

home. In all situations, you must talk to the available person nicely.

Ladies Elderly

Children Maids / Security Guards

Customer

Behavior with customer and family members• Ring the bell once or twice. Do not ring continuously

• Greet the customer / available person during a visit

• Be polite, respectful and well behaved with the customers / available person

• Show your ID card and introduce yourself

• Take permission before entering.

• Leave your footwear outside

• Do not carry the helmet inside the premises, instead lock your helmet to your bike

• Do not chew tobacco / smoke during visit / inside customer’s premises

Behavior with customer and family members cont… • Keep your mobile phone, keys, wallet in your pocket or seek permission from customer

before putting on table

• Keep your phone on silent mode and avoid answering in front of the customer.

• If the customer insists on serving tea, coffee, refuse politely.

• Apologise without delay, in case of any mistake at your end

• In case of lot of questions, ensure that you keep calm and answer all queries.

• Repeat the instructions for better and complete understanding.

• Ensure to give all the necessary details for future e.g. call center details etc.

• Always wear a smile while interacting.

Behavior with customer and family members cont… • If family members are unable to give the information, call the customer and suggest to

reschedule the visit when they are home.

• Ensure you call the customer from your own phone .

• When speaking with the customer on phone and referring to maid / servant / care

taker / security guard then address them by their “Name” instead “maid / security

guard”.

• After completion of work, always politely thank the customer / available person for their

time

• Greet the customer / available person while leaving by saying, ‘Have a great day’

Telephone Etiquette

Call FlowOpening and

Greeting

Confirm if good time to talk

Stating the Purpose

Listening

Confirming the Appointment

Closing

List of Things to Cover on Call

1. Greet appropriately2. Introduce yourself and the organisation3. Ask if it is good time to talk4. State the purpose of your call5. Check the customer’s availability6. Fix an appointment7. Confirm the address, landmark and time

of visit8. Appropriately close the call: Greet the

customer and thank him/her for their time

• Do not call from noisy area• Be polite and sound warm• Speak clearly and confidently• Avoid multitasking on the call• Be helpful

Role Play

Role Play

SummaryAt the end of this session, you are now able to:

• Discuss the ways to create a positive first impression• Discuss the grooming essentials for men • Discuss how to behave with customers • Discuss telephone etiquettes while taking appointment

Good morning sir! I am Rahul from

Samsung

Good morning sir! I am Rahul from Samsung and I am here to

solve the issue that you are facing with your Samsung LED TV