Making a Great First Impression

If you are currently in or seeking a job or career which puts you in a position of a customer service representative, think back to the times you have dealt with other people in a service situations. When did you begin making your first impression of the service representative? I can personally recall making quick and harsh judgments about the person's clothing style, how they stood and acted, their outward disposition, etc., even before being engaged by them for service. Sadly, many of us make these initial judgments before the person begins to interact with us. This is all part of what people do that establishes a first impression, and it just grows or diminishes from there. First impressions come from the customer, so there may seem to be nothing you can do since their thoughts are not within your control; but there are many things that can be done to help influence their perception.

Aside from making sure you are dressed clean and professionally, one of the key things you can do to make a great impression, is to take a deep breath, relax, and smile. This can be applied to a job, an interview, a date, or just about anything. People always feel more comfortable around others who are relaxed and happy. When confronting a customer, offer them a firm confident handshake, and introduce yourself in a clear manner. These three things are part of the first interactions you have with a customer, and they are therefore important in making that great first impression. Also, as you approach the customer, offering your hand, being relaxed, and smiling, be sure to make direct eye contact. Nothing shows less interest in a person that not looking at them when addressing them.

If you approach someone and do not look directly at them, and offer your hand, it comes across as fake and lacking any real interest. If you approach them, but do not smile, and only mumble your greeting, it shows a disinterest. If you do not offer you hand, and just state "may I help you," it also comes off as if you are just doing your job, and have no real interest in truly being of assistance to them. But, put it all together, and you come off as a confident person who is truly interested in being of assistance.

After this initial introduction, it is time for you to ask simple questions that will assist you in finding out what the customer desires, but be sure to let the customer do most of the talking. Do not "dazzle" them with your knowledge, but listen and learn of their needs, and then offer the advice necessary to meet their needs and beyond. Be interested in them and their situation and focus your attention on them. It is really frustrating as a customer when the representative is distracted or easily pulled away from you by some other issue. Focus on the customer until there is a resolution to whatever the situation is.

One thing to really remember: it is all about the customer. You are there for the sole purpose of servicing the customer. Your goal is to focus on one customer at a time, and make them feel they have you whole undivided attention. Make them feel like a "king for the day," and you will be more assured that they will come back to do future business with your company. Each day, bad service causes more and more customers to lose interest in a company, and they tell their friends of the bad experience, and it spreads. Good service does just the opposite, and gains the customer, and the friends they tell.

Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.