25rd Annual Employment Development Week

October 12 – 16, 2009“Making Positive First Impressions”

Tuesday, October 9. Room 22039:50 am – 11:05 pmPresenter: Luis M. Rodriguez, M. Ed.

Language Center Coordinator

School of Community Education

Customer Service Philosophy

• Answering questions.

• Solving problems.

• Untangling corporate logjams.

• Fixing what’s broken.

• Finding what’s lost.

• Soothing the irate and reassuring the timid.

• Matching people who do business with you with just the right products, services, and solutions.

• In fact: performing the business equivalent of pulling a rabbit out of a hat…not an easy task!

Customer relations is an integral part of your job – not an extension of it. - William B. Martin

Customer Service Dimensions

Researchers have found that it cost five times more to attract

a new customer than it does to keep one

you already have!!

“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end of the day, and totally human terms.

Perception is all there is!” Tom Peters, Management Guru

So, how do we get the right job? The majority of entry-level positions are customer service oriented.

Developing skills to deal with “the customer” is very important to succeed and grow into different supervisory and management opportunities. In fact, without “the customer” there is no business, and there is no job.

Ultimately, to get the job you need to:

• Research• Look great in paper• Look great in person• Keep and advance in your job

Looking for a Job? Follow these steps1. Create a Resume or Portfolio

• Write a cover Letter

• Update your resume

2. Research:

• Local Newspapers

• One Stop Career Centers and other employment agencies

• Online Search:

e.g. Miami Dade College Career Services

Monster.com

CareerBuilder.com

3. Prepare for the interview

Do you believe in love at first sight?

• First impressions are extremely resistant to change.

• But if the customer perceives the employee as unfriendly and impersonal, he/she will be watchful and will lose confidence in the in the organization offering that service.

• Once the customer perceives the employee as friendly, helpful and cooperative, he/she will relax and will trust the employee; therefore, the relationship will be more amiable.

Importance of First Impressions

Always remember that customers’ very first impression

comes with the first ring of the phone.

Incoming CallsCreating a positive first impression begins before you even pick up the phone. It starts with finishing your previous call or conversation.

When a customer calls your company, they expect 2 things from the person who answers:

•Respect.

•A good reason for being on the other end of the line.

The TONE OF VOICE we use can communicate attitudes and emotions.

The listener can create good or bad impressions about the speaker:

FRIENDLYCONFIDENTSINCERECARINGSENSITIVEENTHUSIATICPLEASANT

Steps for Effective Telephone Greetings 4. Use Their Name.5. Speak Clearly and Audibly.6. Thank Them.

POSITIVE NEGATIVE

RUDEUNSUREFAKEINDOLENTCARELESSBORED IMPATIENTDEFENSIVETIRED

• Put a smile in your voice and use a friendly tone of voice.• Take a breath before making the call.•Apologize for any inconvenience.•Allow the customer to hang up first.

ALSO….

PLEASE HOLD…• Do ask permission before placing the caller on hold.•Don’t leave the customer on hold for more than thirty seconds without checking back. Don’t make them hold for more than 3 minutes…•Do thank the customer for holding!

• Let your caller know you are going to transfer the call.•Give the name and the number of the person you’re transferring the call to.•Thanks the customer for allowing you to transfer this call.• When possible, let the person you are transferring that call to know and stay on the line for assistance.

How May I Direct your Call?

Researchers have found that up to 80% of the message over the phone is conveyed through the tone of voice.

What do impress customers at first sight?

•Physical Environment •Personal Appearance

The Physical Environment

Spills, and the kind should be reported immediately to janitors or housekeeping to avoid accidents.

Employees should make it part of their duties to care for the cleanliness of the surroundings in their workplace to protect the customers and avoid further liabilities.

Every employee should report to his/her supervisors when the physical environment in their workplace is not properly kept.

When the customer sees you for the first time, he/she will form a lasting impression of your personal appearance. It should always be positive since a negative one will not let the costumer establish that bond with you.

Your Personal Appearance

Sometimes, it is not necessary to say a word. Our appearance will speak for you!!

Your Personal Appearance

Appropriateness of the clothing

Hair Cleanliness

During these times when trendy fashions and peer pressure for hair styling, tattooing and piercing the skin is at its peak, the personal

appearance you show for your customer service job demands for a more traditional appearance.

Positive Body Language 1. Acknowledge the customer right away.

2. Make eye contact and smile.

3. Use salutation. 4. Wear your name badge so they can see it.

5. Hold doors open and yield to customers.

6. Provide assistance as needed.

On Your First Contact with the Customer

You should:• Use salutation “Good morning” / etc.

• Call the customer by title and last name.

• Introduce yourself by name, position if necessary.

• Offer assistance.

• Inform the customers what you will do for them.

On Your First Contact with the CustomerThe TONE OF VOICE is also very important during our face to face

communication and business interaction.

Researchers have shown that up to 40% of the message is delivered through our

tone of voice.

First impressions are very important to create the

bond with the customer.

Remember that first impressions whether on the phone, or in person will make or break the relationship with the

customer

In Brief….

RememberGenerally, after you created a negative impression you might not have a second chance with that customer again to fix it.

Not only so, but that customer will tell another seven potential customers about the bad experience he/ she had with you (the company) and the word will spread out.

Now, do the Math.

Is it good for the company?

•Performance Research Associates, Delivering Knock Your Socks Off Service, 2nd ed. (New York: AMACOM)

•Anderson, K. Great Customer Service on the Phone. (New York: AMACOM)