Key salutation is vital in addressing our customers. When we mentioned key salutation, it is common to hear phrases such as "Good day, Good morning, Selamat pagi, Ohayao gozaimaz, Vanakkam, Zao Shang and Buenos diaz. Even when we address our customers it is important to insert titles such as Mr, Miss, Madam, Senora, Encik and Tuan. There has been wide speculation on how we address our customers. Several argumentative points suggested that addressing names without titles can be used with close related customers.
For example, John, how are you today? However it is not applicable to organizations that has multitude walk-in customers such as food and beverages outlets, retails, superstores and property developers. I went to recently opened Starbucks outlet at my area. A customer was in front of us and about to order his beverage. The outlet's representative addressed the customer "Abang nak apa" (brother, what you want). The customer asked back "Excuse me, bila masa i jadi you punya abang" (When did i become your brother). The customer continued with his order. Then it was my turn and the representative stated again " Abang nak apa" and i replied "Green Tea Latte". I told him to serve in a mug but within 15 seconds he asked again what was the order i made. I had to reinstate that it was Green Tea Latte. Noticeably key salutation greetings and titles were not used by the outlet representative. Besides, the outlet representatives forget my order within 15 seconds which shows lack of active listening skills.
The management should provide their employees a clear and professional key salutation greeting to avoid being painted negatively. Addressing customer through titles and salutation enhances the professionalism of an organization. Key salutation and titles are necessity elements in customer service skills that should not be compromised for whatever reason.
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