There’s nothing worse for a customer than feeling ignored or not knowing whether or not someone knows you’re waiting. So even if you’re dealing with another customer or you’re on the telephone by making eye contact and smiling we’re letting them know that you’ve seen them and you can indicate that you’ll be with them shortly.
Your behaviour and body language can make a massive impact on how customers feel and the first impression they get. Also your tone of voice will have a big impact, so making customers feel welcome is not just about saying hello and can I help you, but it’s how you say it and how much of our attention you are devoting to them rather than everything and everyone else around you. To give a warm welcome your focus is to be on them and them alone.
There is more about engaging with customers and body language later in the course.