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The importance of greetings
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Columnists:
Sangeetha
Sridhar,
Dr.Rajan Philips,
Hasan Kamoonpuri,
Dr.Ramesh Kamath
The importance of greetings in daily life can hardly be
overstated. Learning how to greet is an important part of life and how to
establish and maintain personal relationships.
Who greets first? Generally, the younger person greets first.
Alternatively, the person who enters a room or joins a group will be the one
to greet first.
Gestures: Usually one shakes hands. If several people are involved in the
greeting, handshakes proceed from right to left.
Greet your customers warmly and
sincerely. A truly warm welcome can be totally disarming. Imagine walking into a
restaurant and being greeted as a friend or member of the family— someone who
was grateful to have you walk in to their place. No matter how good the meal
was, you would still be happy you went there. The experience would have been
positive enough that you would gladly give them another try.
How to greet people ( Informal )
Saying
hello |
Hey Jane!
Hi Jane!
Alright, Jane!
Alright, mate! |
Asking someone how they are |
How are you?
How you doing?
How you going?
How's it going?
You alright? |
Saying
you are well |
Good, thanks!
Fine, thanks!
Not bad, not bad!
Alright, thanks!
I'm OK! |
Returning the question when someone has asked if you are well |
And you?
How about you?
What about you?
|
How to greet people ( Formal )
Greetings |
Good |
morning |
sir
madam
Mr Jones
Mrs Smith |
afternoon |
evening |
Language in the programme |
How are you?
It's lovely to see you again!
It's been a long time, hasn't it?
How are things with you? |
( Courtesy:
http://www.bbc.co.uk )
Article: The importance of greeting
By Laurie Brown: Here is a
question for all of you. As a customer, how many of you have had a bad customer
service experience? Hmmmm. Looks like it's all of you. So think about it, if all
of you have had a bad experience, it means that most likely all of your
customers have had one too.
If your customers have had a bad experience, then consciously or unconsciously,
they are affected by it. Have you ever noticed that some customers come in with
an attitude — a chip on their shoulder or an emotional wall up? In these
situations, when your customers are on the offense, like so many other service
providers, you end up feeling defensive. But, it isn't necessarily about you. It
is based on another experience with another person they have dealt with. So what
can you do to remove the chip and break down the wall?
Greet your customers warmly and
sincerely. A truly warm welcome can be totally disarming. Imagine walking into a
restaurant and being greeted as a friend or member of the family— someone who
was grateful to have you walk in to their place. No matter how good the meal
was, you would still be happy you went there. The experience would have been
positive enough that you would gladly give them another try.
Even though greeting your
customer sounds so basic, aren't you amazed at how often people fail to do this
properly, leaving you feeling ignored and poorly treated? Remember you only have
about five seconds to create an impression — make sure it is a good one! A good
greeting not only starts things off on the right foot, it can also build a
strong foundation for the future.
So, what are the elements of a good greeting?
1. First, do an
attitude check. Before you start your workday, do a personal inventory:
How you are feeling? Are you tense? Are you rested? Did you just have a
frustrating drive in to work? Did you have an argument with someone? Be aware of
how you are feeling and what you are thinking and leave any negative emotions
at the door. You’ll find it is too hard to automatically treat others well when
you are battling with your own problems.
2. Immediate customer recognition. Don't wait even a couple of minutes to
acknowledge your guest’s presence. If you are in proximity of your customer, say
hello. If you are with another customer you can still acknowledge them. Nothing
is more frustrating than waiting for someone to notice you. A simple nod of the
head, eye contact or a brief comment will let the person waiting know that you
have seen them and will soon be with them .Whether you are the janitor or the
CEO, say hello to the customer as soon as you can. No matter what your position
— you’re in the customer service business.
3. Make the greeting warm and sincere. Customers have sincerity radar. They can
tell if you are “faking it.” One of the best ways to ensure that your greeting
is warm and sincere is by expressing your gratitude. If you are not truly
grateful that this person chose your establishment, you need to remember where
your paycheck is REALLY coming from. The more that you can feel appreciative
that this person has decided to do business with you, the better you will treat
them.
4. Handshakes are optional. It is usually standard practice to make sure that
EVERYONE gets a handshake, but the fact is, there are many cultures that find a
handshake offensive. With the world getting more culturally diverse, the best
tip is to wait with your hands at your side until the customer makes the first
move and then respond by doing what they do, whether it’s a handshake, a hug or
a bow
5. Avoid asking, "How may I help you?" In a sales situation, this question
allows the customer to say, "just looking", at which point you are already at a
disadvantage. It’s better to start off with, "How are you?” or a compliment on
something they are wearing, such as, "great glasses, where did you get them?” or
even a comment on the weather. Conversations like these can often help you start
building rapport. But if your customer doesn't like small talk get to the point
quickly.
6. Understand your customer. Begin your relationship with the true goal of
finding out their wants and needs and then try to make sure that you fulfill
them. Working with this goal foremost in your mind will help define every action
you take.
No matter what your business,
your customer has needs that are spoken and unspoken. This means that you need
to listen carefully. Listen with your ears, eyes, heart and mind. Listen to the
words they are saying, observe their body language, listen to their tone to
understand the emotional content, and be aware of what is not being said.
Effective listening will help you deeply understand your customer. If your goal
is to meet and exceed their needs, you can create a loyal customer who will tell
their friends and family about you and your business.
Following these six steps will help you start building greater rapport and trust
with your customers. The sooner you build rapport and trust, the sooner you can
remove that chip from their shoulder or start tearing down their wall and create
a "customer for life."
Laurie Brown is an
international speaker, trainer and consultant who ideas help people improve
their sales, service and presentation skills. She is the author of The
Teleprompter Manual, for Executives, Politicians, Broadcasters and Speakers. Laurie
can be contacted through
www.thedifference.net , or 1-877.999.3433, or at lauriebrown@thedifference.net
Sometimes it may be necessary to send email greetings to your friends: Here
are few sample greetings.
Sample Marriage greetings:
-
A happy and successful Marriage is based on the Foundation of
Love, Trust and Mutual understanding . Wishing you both a life time of love,
happiness, contentment and the fulfillment of all your dreams.
Congratulations on your wedding.
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