Teaching Basic Customer Service Greetings

Greeting people promptly, appropriately and pleasantly are important skills that everyone should learn. First impressions of the business start with the people who greet and speak to clients and suppliers.

In this dramatized video case study, Carlos needs training in reception skills. Carol the team leader is critical of his pronunciation and poor English, so she delegates the task to Alex who patiently teaches Carlos how to introduce himself, how to address and greet visitors, and ways to build rapport and make people feel comfortable. She is an encouraging coach and helps him understand his role.

Don't assume greetings are easy INSTEAD: See the benefit of coaching;
Don't forget names and titles INSTEAD: Greet people professionally;
Don't assume small talk is small value INSTEAD: Develop the skills to build rapport;
Don't expect immediate perfection INSTEAD: Celebrate each step forward;