A tip for customer service team leaders: focus on the greeting

At the beginning of the day, invite your team to spend the day focusing on turning up the dial on how they greet their customers. Ask each team member what they might do differently and then encourage them to apply this in every interaction they have, whether this is a customer interaction or an interaction with a colleague.

Ask them to notice the difference this makes to their interactions throughout the day.

At the end of the day, ask everyone to share as a team how this one small change has made a big difference to their interactions. Ask your team members what they have learnt from this and to commit to applying their learning in every interaction they have from now.

Remember to follow this up in your next team meeting.


This learning tip comes from our ‘Coaching for GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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