First Impressions are Everything in Customer Service

The expression "you only get one chance to make a first impression" is never truer than in the field of customer service. Making a positive first impression is vital to creating a good relationship with customers, whether that interaction is in person or over the phone.


The expression "you only get one chance to make a first impression" is never truer than in the field of customer service. Making a positive first impression is vital to creating a good relationship with customers, whether that interaction is in person or over the phone.

When it comes to a telephone call, using personalisation in the conversation can have a big impact on the interaction with the customer. Phone greetings need to include the name of the company as well as your own name, an offer to help and a "thank you" to the customer for having called in the first place. Another important consideration in telephone interaction is tone of voice.

Around 86 per cent of the impact of a telephone conversation is in the tone rather than the actual words, so employees that are upset, hurried, distracted or indifferent will likely communicate that to the customer, whether intentionally or otherwise. A great phone voice is therefore less important than demonstrating to the customer that you are concerned, engaged, focused and happy to be helping them, and a greeting is a good way of communicating that to the caller. In person, customer service needs to be delivered with the same enthusiasm and genuine concern, as well as factoring in other considerations such as a smart appearance.

Staff members can be assisted to develop their customer service skills with training programmes such as the one-day Welcome Host Gold course from Welcome to Excellence. This course uses the latest techniques and is highly flexible, enabling companies to tailor it to suit their specific businesses. Contact us for more information.

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