Your First Impression May be Your Last

You may have heard that first impressions cannot be changed. If you dress too casual for a job interview, you may have hurt your chances at getting the job; no matter how qualified you are. If you have company over and your house is not clean, that will be forever etched in your guests’ minds. If you have children and they don’t behave in public, others will make assumptions about your parenting skills.

The same standards, no matter how unfair, apply to your ability to provide outstanding customer service. According to an article on Customer Think:

Every engagement with the customer is an opportunity to either develop or destroy a customer’s faith in the brand. These engagements directly impact loyalty and long term customer value. So who better to represent the company than its customer service people? Who else in the business deals in realities? The buying experience can often be, shall we say, sub-optimal.

Here are some common mistakes companies make when trying to help the customer. Some of them are not intended to form a bad impression, but leave a customer with just that:

Instead of: “We can’t help you with that.” (Shows that you do not fully understand your customer’s needs and you believe they would not consider other options.)

Try this: “At this time we do not offer that particular product or service; would you like me to offer you something similar that we currently have available?” (Shows understanding of what you can provide and how it will benefit the customer just as much, or even more, than what they desire. It also shows that you may grow your business in the future and include that desired product.)

Instead of: “I hate to tell you this” or “I have bad news” (Automatically setting yourself up for an upset customer)

Try this: “Sir/ma’am, I apologize for this, however…” (shows that you attempted to resolve the situation; even if the customer is still upset)

Instead of: “Your order will not get to you in time.” (Customer feels you cannot live up to promises.)

Try this: “We have experienced a delay in production time (or a back order on stock), but can have it to you by (such a date). Would you like us to upgrade your shipping at no extra charge or allow you to select a currently available item that would also fit your needs?” (Shows that you value the customer’s business.)

Instead of: “I don’t know the answer to that.” (Customer automatically loses confidence in you.)

Try this: “Let me take a moment or two to research this with our product specialist. Are you able to hold, or can I get back to you with this information? What is the best way to contact you?” (Shows that you have the resources to get the information the customer is looking for in an efficient manner)

There are a number of ways you can create a good impression for your customers, and as you can see, the way you communicate cam make or break that. If you even hint that you do not understand your customers, they will go back to Google and click on the next available link.

If you would like to read the short, but informative, article I drew upon for this post, check it out at:

http://www.customerthink.com/blog/customer_service_best_brand_ambassador