Module 1, Lesson 1
In Progress


One of the most important aspects of a mindful approach to customer service is being aware of your customers’ moods and expectations. This involves choosing the proper timing in your interactions. If a customer seems to be operating with high levels of arousal, taking the time to ask them about their day can horribly backfire. Conversely, if a customer seems perfectly content to interact with you socially and you rush to finish up your transaction with them, this can leave them feeling as if you don’t value their patronage. The ancient Greeks had two words for time: chronos, which stood for chronological time or time as it plays out on a clock; and kairos, which stood for timing and the appropriateness for certain types of speech and action. It is this sense of time that is referred to here. Good timing means paying close attention to your customer’s verbal and nonverbal communication to understand what type of approach is most appropriate.