First impressions set the tone for an entire customer interaction. It can be smooth and cooperative or difficult and combative.
In the April issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Scott McKain shares three lessons for making a great first impression.
First, remember that everything matters, not just your words. Second, focus on the customer. And third, be your best self. McKain explains, “Being myself could include the self that smokes too many cigars at a local steakhouse or gets too rowdy at football games. My best self is the one who is attuned to the challenges and needs of others. It is the one that listens deeply and expresses empathy freely. I would suggest that is your best self too.”
Practical and inspiring tips like this appear regularly in Customer Communicator newsletter.