Business Etiquette: Workplace Civility and the Delivery of Superior Customer Service

November 23, 2012  |     |   0 Comment

Civility is cultivated by using basic manners and treating others with consideration, respect and honesty. Civility in the workplace extends positively to how customers are treated.  In turn, it effects the customers’ perception of your business.  Those who work in an atmosphere where good manners are the norm will, for the most part, respond to their customers and others, in kind.  Customers who feel they have been treated with respect will be more willing to continue to do business with you, pay for your services or products, and refer others to you.

Every connection an employee has with a customer – or potential customer – is vital to the profits of any business.  Customer service etiquette principles should be integrated into every facet of your organization because providing superior customer service is the most effective way to cultivate long-term relationships with clients; build customer loyalty; and differentiate your business from the competition.

Civility is the foundation from which communication flows and relationships are established.  Relationships are at the core of business success.  How we communicate with one another impacts our relationships.  There are many ways we communicate with our customers.  Face-to-face interactions have a significant impact on how successful one’s relationship will be with a customer or potential customer.

Here are 10 face-to-face etiquette tips to keep in mind if you wish to provide superior customer service in order to build long-term, loyal, and prosperous relationships with your customers:

1.  Always acknowledge and greet your customer – be friendly, approachable and smile.

2.  Make eye contact.

3.  Personalize your interaction with the customer. Be friendly, but not familiar.

4.  Always deal with a customer in a genuine, polite and courteous manner.

5.  Show an attentive interest in the customer by asking questions and listening to his or her requirements.

6.  Be aware of the tone and quality of your voice.  Keep it positive and enthusiastic.  Have a smile in your voice.

7.  In challenging situations, never raise your voice.  Always remain calm, cool and professional.

8.  Be aware of your body language. A smile with will make you appear to be more approachable while a frown will do the opposite.

9.  Always use plain, understandable language—avoid company jargon.

10.  Always say “thank you” to demonstrate that you appreciate a customer’s business.


You must be logged in to post a comment.