BLOG: First Impressions Count

That’s what your mother used to say and she makes a good point.

Sometimes in business you only get one opportunity to shine and the conduct of a single Sales Advisor can often shape customers’ views and damage companies’ reputations. 

Time is of the essence in today’s fast and frantic world and consumers can be quick to judge. A slip of the tongue here, an ill-informed comment there and a customer can be put off a brand for life. As outsourcers, it’s particularly important for us to deliver excellent customer service on behalf of our clients.

It’s been a pleasure to be part of National Customer Service week this year. Forget the balloons and the ballyhoo, it’s really helped our Advisors focus on the core skills required to manage customer interactions successfully – professionalism, patience, politeness and the ability to go the extra mile.

With the upsurge in multi-channel communication, it’s important to remain flexible but regardless of the medium, it’s clear that the personal touch still goes a long way.

You could be communicating via email, text, telephone or webchat, it doesn’t matter – the principles are the same. Only by treating every customer as the exception can we expect to uphold reputation and deliver an excellent service.   

So whether you’re a cashier in a newsagents, a waiter in a restaurant or a Sales Advisor in a contact centre, the same theories apply – remember the basics, make a good first impression and most importantly, listen to your mother.

by Neville Upton, Oct 7 2010, 03:59 PM