Customer Friendliness: 5 Ways to Improve Interactions in Business

This report provides an in-depth analysis of five key strategies for demonstrating customer friendliness within an organization. It emphasizes the importance of maintaining a positive attitude and body language, initiating positive greetings, making eye contact, and actively listening to customer needs. The report also highlights the significance of promptly executing customer requests and ensuring customer satisfaction. The discussion section elaborates on the impact of these practices on building trust and fostering strong business relationships, while the conclusion recommends staff training and gathering customer feedback to continuously improve service quality. The report underscores that by implementing these methods, businesses can enhance their customer base and achieve their organizational goals.

WAYS TO ATTEND TO CUSTOMERS IN AN
ORGANIZATION IN ORDER TO PORTRAY FRIENDLINESS

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Executive summary
This report has focused on the appropriate ways to attend a customer to show
friendliness. It has been mentioned that employees need to maintain positive body language
and positive attitude towards customers. This report has mentioned that it is the responsibility
of employees to listen carefully to the needs of customers. It can help them to ensure
customer satisfaction in the future. In the discussion part of this report, the importance of
these ways and its impact on the business has been discussed. At the end of this report, a
conclusion has been drawn from the entire discussion.

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Table of Contents
1. Introduction............................................................................................................................4
2. Findings and analysis.............................................................................................................4
3. Discussion..............................................................................................................................7
4. Conclusion and recommendations.........................................................................................7
Reference list..............................................................................................................................9

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1. Introduction
Making extraordinary consumer service and good behavior as a business purpose
increases the satisfaction rate of customers. The key to any business is to make the customer
feel satisfied by pursuing different ways of attending a client in a manner that portrays
friendliness. It is necessary for sellers to truly care for the customers and provide them
undivided attentiveness. Each of the customers is distinctive, which makes it essential for the
sellers to pay close consideration in detail for managing them properly. In this report,
different ways to attend customers in a firm that show friendliness has been discussed.
2. Findings and analysis
Ways of attending customers
Five simple steps can guide to attend a customer to show friendliness within a
company,
● Smile
It is necessary for a seller to smile irrespective of moods to welcome a customer. As
said by Encio et al.(3), if a customer approaches and notices the smile of the seller's face, the
brain tells them that the organization is friendly. Moreover, this approach also tells that the
seller is approachable and has good behavior. On the other hand, Shi et al. (153) stated that a
smile on the face to greet customers results in longer conversations. It becomes easier for the
seller to start a conversation if a smile on the face is there. Smiling is necessary to draw the
attention of customers and provide them an attractive environment.
● Making eye-to-eye contact
After getting the attention of the customers, it is time to make eye contact. According
to Haapio and Barton (375), making eye contact is a symbol of honesty and this approach can
make customers feel that they can trust the concerned company in terms of purchasing. It is
the way of making them believe that the employee is trustworthy. It can be said that making
eye contact is a symbol of confidence as well. On the other hand, Shen and Tang (710) have
mentioned that customers provide time and attention to employees who state their points
confidently. It becomes easier to convince them to buy products or services from the
concerned company.
● Initiate the process of greeting
The next step is concerned about greeting customers in a positive way. As opined by
Gopalakrishna et al.(100), effective communication skills are required to make customers
understand the intention of helping them. In this step, an employee needs to introduce him or
her by their own name and ask customers about the help they require. It gives them the
opportunity to understand the actual demand of customers. Stein and Ramaseshan (2016)
have included that kindness and respect must reflect on the communication style at the stage
of greeting. Shaking hands is a good approach that can be done in this stage. However, it
must be done in a gentle way. A positive body gesture must be there while greeting the
customers for the first time. These approaches can make customers believe that they are
going to get enough assistance throughout the entire journey.
A positive mindset must be there when an employee is greeting a customer for the
first time. As suggested by Evenson (7), employees need to think about the positive
consequences of the conversation. This attitude may encourage customers to show friendly
behavior in return as well. There are many people who are rude to everyone and this kind of
customer must be handled with a positive attitude. This approach can make them softer
towards the concerned company. The emotional background of an employee must not come
between their works when they are greeting a customer.
● Listening to the customers carefully
It is necessary for the seller to listen to what the customer is saying. Moreover, paying
close attention and hearing each and every word of the customer helps to understand the

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requirement accurately. This facilitates to make a successful deal and gain the loyalty of
customers (Chen, 108). Listening is essential to get the request of customers the first time and
cutting off customers to speak the seller's own words must be avoided. As said by Hensher
(4), no one likes repeating themselves; hence, it is important to get it right the first time,
which makes a good impression. It was seen that consumers generally respond well to good
listeners as it helps them to feel recognized and they appreciate this behavior of the seller.
Moreover, while attending customers and listening to them any sorts of distractions must be
avoided. For example, attending phone calls or talking with other customers or colleagues.
Open communication needs to be done in this step to understand the needs of customers and
sellers must try to make connections on a personal level. This can help them to make strong
relationships for a longer time. Every customer must be treated with respect that can help to
provide a friendly environment for them.
● Executing requests of customers
It is an essential step, where the seller needs to try their best to help the customers. As
opined by Homburg, Jozić, and Kuehnl (377), sellers need to execute the request of
customers in a timely manner and provide the best effort for assisting customers. In this step
of attending customers, time management plays a key role. The request of customers must be
provided to them in a timely manner and waiting for customers for a long time needs to be
avoided. Moreover, Ranjbari et al. (182) stated that finishing the request on time will
facilitate the seller to attend to other customers who are waiting. After finishing the
processing of the request, it is important to say ‘thank you’ and ask for any other help. The
transaction process must be ended by wishing a good day to the client.
These steps can help the seller to create a friendly environment in the organization for
clients and helps to gain their loyalty. These steps need to be repeated to every customer that
can help them to gain desired consumer satisfaction. Moreover, loyalty of consumers can be
gained by establishing a long term relationship.
3. Discussion
It is important to portray friendliness while attending a customer as it can help the
organization to enlarge its customer base. Through maintaining the above-discussed
behaviors, employees can make customers trust them. As stated by Gopalakrishna et al.(99),
trusting employees of a company refers to trusting the brand. It means that showing a friendly
gesture may help a company to make strong as well as beneficial business relationships with
their customers. From the findings, it can be understood that employees must be relaxed,
positive and honest, when they are meeting a customer for the first time. Shi et al. (152) have
stated that nervousness may reflect on the behavior and it can be considered as weakness by
customers. At that point, they may deny trusting the facts stated by the concerned employee.
As a result, the company will fail to get loyal customers and it can affect the growth of the
company.
Greeting with a smile and direct eye contact makes customers feel the trustworthiness
of the company. It influences them to mention their needs to that employee. As mentioned by
Evenson (23), this is the best way to start a new relationship with a customer on behalf of the
company. Understanding the needs of customers helps to offer them relevant products or
services. This approach helps to ensure a higher level of customer satisfaction. On the other
hand, Hensher (4) has mentioned that listening to the customers carefully makes customers
feel that the company is considering them as important customers. If they find employees
relaxed, they can believe the statements made by employees. As a result, it will become
easier to convince them to purchase products or services.
4. Conclusion and recommendations
It can be concluded that for gaining organizational objectives of customer satisfaction
it is essential to attend to the customer in a friendly way. Customers like those organizations

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that treat them as they want to be treated. Different ways of attending customers are there that
includes smiling, making eye contact with the client and greeting. Open communication
needs to be facilitated by listening to the requests of customers and processing their requests.
Moreover, any sort of distraction from communication or listening can hamper the selling
process. Customer management is essential for a firm to gain success and maintain good
relationships and bonding with customers helps to manage risk. This is because when a
consumer receives poor service then they communicate this to others that impact the
reputation of the company.
It is recommended that proper training should be given to the sellers to improve their
skills in attending customers. Different techniques and gestures like active listening open
communication, making eye contact can be improved through the development process. It is
also recommended to gain feedback from customers about the present environment to
identify and amend gaps in current performance. Moreover, staff feedback can also be sought
to gain knowledge about key customer issues. Feedback of staff can reveal gaps in their skills
and knowledge.

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