Customer Service Training | Get The First Five Seconds Right
Ensure that a customer’s first impression of you is positive. The first impression should never be the last impression.
The little things that go into the first five seconds are critical. All human beings have sophisticated sensing devices built into their genes. These are essential for differentiating friends from enemies, and also for distinguishing between safe opportunities and dangerous situations. Without them we become vulnerable and expose ourselves to undue risk.
These sensing devices are working at full stretch when customers move toward a potential service encounter. They will sense almost instantly whether the experience they are about to have will be positive or negative. They can tell by the look in a front-line employee’s eyes, by the tone of his or her voice, by every micro behaviour.
“I walked into a coffee shop yesterday, and knew instantly I was going to get bad service. There were a couple of empty tables, both of which were dirty and full of clutter. Behind the counter were three assistants chatting to each other and unaware of me as a customer entering the shop. When I ordered my cappuccino there was minimal interaction and hardly any eye contact. I asked them to clean one of the empty tables. They did so, removing the dirty cups but failing to wipe the spillage on the table or pick up the discarded napkins on the floor. It’s the last time I will go there.”
The “first five seconds impression” applies equally to telephone encounters. Within seconds of calling a company a customer can tell whether or not it buzzes with good service.
“I can telephone 20 different call centres and get 20 different responses. As soon as they try to railroad me through a set procedure I know I am going to get bad service. Before I open my mouth they are asking me for my account number, password, and other information. Yet on rare occasions I reach an individual who actually sounds like a human being. You can tell immediately by their friendly tone and their genuine interest in what I have to say.”
If a customer’s instant feeling is bad, there is a risk that they will walk away. The converse is obviously true: when customers detect a buzz they will want to stay and then come back time and time again.
Here are some little things you can do to ensure a perfect first five seconds:
✔ Step outside your premises and then enter as if you were a customer. What is the first thing you notice? Do people look up and smile as you come in? Is the floor clean? If you notice anything substandard during the first five seconds, take the necessary action.
✔ During your break call your company telephone number and ask for yourself. What is the first impression a customer would have on ringing that number? Is it easy to get through? Does the person answering sound friendly? Is he or she helpful? If the response is in any way poor, initiate the required improvements.
✔ Ensure that there is some positive engagement during that vital first five seconds as a customer approaches. For example, it could be a simple little signal with the eyes to indicate that you have acknowledged the customer’s presence. Or it could be a nod or a little gesture with the hand.
The first five seconds can make a big difference to your business, but the challenge of getting them right is exceptionally demanding.
EXCELLENCE CUSTOMER SERVICE PRACTICE
Today work hard with your colleagues to focus on the first five seconds with your customers. Role play encounters with customers where the first five seconds are absolutely fantastic—and then put your ideas into practice for real.
EXCELLENCE CUSTOMER SERVICE QUOTE
The buzz starts with the first five seconds of any encounter with a customer.
