Focus on First and Last Impressions
What reps do and say at the beginning and the end of a customer encounter can make the difference in whether that customer returns regularly.
(Boonton, NJ, August 7, 2014) Communicator, author and customer service trainer Renée Evenson discusses the importance of making good first and last impressions with customers.
While making a good impression is always valuable, these beginnings and endings are especially important.
Psychological research, as well as everyday experience, shows that people tend to remember the first and last things that they hear, see, or read.
For example, the first and last things on a shopping list or the first and last things covered in a training session. Known as the Recency Effect and the Primacy Effect, they apply as well to conversations with customers.
But Evenson warns managers not to expect employees to innately know what to do and say. All of these things should come up in their training, be reinforced in their coaching, and should be discussed regularly in team meetings, she says.
Additional tips for managers and their frontline staff on how to make good first and last impressions appear in the August issue of The Customer Communicator newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.