Impressions in Customer Services

Impressions in Customer Services

Impressions in Customer Services: The reality is that we prefer doing business with those we like and trust. Impressions are the key to developing trust and confidence in the customer.

As the old saying goes, ” You will never get a second chance to make a first impression. ” This is why the first impression is extremely important and can

set the tone for all future transactions.

Here are some ways of creating positive impressions:

1. Thoughtfulness in meeting the customer’s needs

2. Personal responsibility for a customer

3. Quick problem solving for customer

4. Offering immediate assistance

5. Friendliness

6. Using Customer’s name in a conversation

7. Pleasant voice tone

8. Polite and courteous manners

9. Neatness

10. A genuine smile

Here are some factors that create a negative impressions:
1. Making the customer wait
2. Not answering the phone promptly
3. Not saying” please” and/ or thank you”
4. Speaking loudly or condescendingly to customers or colleagues
5. Making faces, frowning, acting distant, not smiling
6. Looking disheveled or like you do not care about your appearance
7. A poor handshake

8. Focusing on another task while addressing or servicing a customer.

Simple Actions, Huge Returns
As the following statistics demonstrate, simple customer service can create huge return on business:
1. Customers will spend up to 10% more for the same product with the better service.
2. When customers receive good service they tell 10-12 people on average
3. When customers receive poor service they will tell upwards 20 people.
4. There is an 82% chance customers will purchase from a company where they were satisfied.

5. There are about 92% chance that poor service will dissuade a customer from ever going back to the company.

Presenting yourself:

It is often not what you articulate but how it is presented. What you wear and how you express yourself has a lot to do with how what you say is received.

Have you ever noticed how a person who is dressed-up, even in older or out of style clothing, always commands more authority and respect? The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say.

As it turns out, substance is only part of equation of being persuasive and influencing perception.

On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and dress-up.

Yet visual perception plays a vital role in human impressions and reactions. For this reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more commanding manner.

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