ENGAGING WITH YOUR COMPANY’S GREETING POLICY

WelcomeWelcome to Engaging with Your Company’s Greeting Policy!

You are now in a module that will help you articulate and connect with your company’s policy on greeting your customers. Understanding and clearly articulating the greeting policy is the first step in consistent follow through.

This lesson will focus on articulating the specifics of your company’s policy and the importance this policy has for the customer.

Benefits:

Stronger understanding and follow through of your company’s greeting policyImproved customer experience

Lesson ObjectivesBy the end of the lesson you will be able to:

• Articulate your company’s policy or policies on greeting the customer with confidence, clarity and integrity

• Articulate how this policy impacts the customer and why it is important

Communication Target:

Articulate at least 3 statements that relate directly to how your customers are greeted, either in person or on the phone. Each statement must be delivered in under 60 seconds and include:• One element of how/when the customer is greeted • Company policy or standard relating to that element of the

greeting• How the policy or standard impacts the customer or why it

is important• How the policy or standard relates to the company’s core

values or mission statement.

Your Company’s Mission

In order to articulate, and ultimately execute, your company’s greeting policies with confidence, clarity and integrity, it is important to understand how the elements of the greeting contribute to the company’s mission statement or core values.

If you do not know your company’s mission statement or core values, find out what it is and write it down. You will need it for the worksheet later in the lesson.

Setting the ToneWhy is it important?

How your greet you customer creates the first impression and sets the tone for the entire interaction. Connecting how you greet customers with why each element is important will help you internalize these guidelines and maintain consistency for all your customers.

How do you greet your customers?

If you have walk-in traffic, how long do you have to greet them when they enter your establishment?

Is there a preferred word or phrase that you are to use when greeting the customer or answering the phone?

How many times is the phone allowed to ring before it is answered?

Are you required to use the customer’s name?

Are there other guidelines regarding greeting your customers that have been communicated to you?

Are you required to give your name when greeting the customer?

There are many components to the first interaction with a customer, and there are guidelines for most. Here are a few things to think about:

Make a list of the different ways that you interact with a customer when they come through the door or when you answer the phone. Then jot down any policies you know of or training that you have had that relate to that area of interaction.

• You will need to know your company’s mission statement or core values.

• You will need to have a good understanding of your company’s standards or expectations for how customers are greeted.

Before coming to The Gym:• Click the blue link above to download and complete the

worksheet and bring it with you to the practice session.

Preparing for The In-Class Session:

Practice Regimen• Repeat your 3 policy

statements from the worksheet several times each day.

You will articulate your 3 policy statements at the practice session and receive feedback from the coach and other participants.