Give positive spoken communication. It costs you nothing but a little effort, and the rewards are great. Every human contact is an opportunity to give the gift of good feelings through the words you say. People can’t read your mind; what you say is evidence that you care.
This could be as simple as a smile or calling customers by name. When you return to your bank, supermarket, retail store, or restaurant, how often does the employee remember you, recognize you, or call you by your name? Have the employees been trained to look at the credit card or check and use the customer’s name?
When you enter a bank, does the security guard acknowledge you and smile? When you make a deposit, does the teller smile and recognize you as you approach the window? After your transaction is complete, does the employee call you by your name and thank you?
These are all examples of positive communication. Without instructional training to teach these important basics, there is little chance your employees will consistently use these skills with your customers.