First Impressions
This is the first thing a customer notices when interacting with a service representative.
What is tone of voice?
This type of listening helps build trust with customers.
What is active listening?
This phrase shows ownership of a customer's issue.
What is "Let me take care of that for you"?
This attitude can turn a negative experience into a positive one.
What is a positive attitude?
Customers expect this when promises are made.
What is your word?
A clean and organized environment contributes to this perception point.
What is professionalism?
Using clear, jargon-free language improves this perception point.
What is clarity?
Customers expect this when they report a problem.
What is a timely resolution?
Saying "I understand how frustrating that must be" demonstrates this.
What is empathy?
This perception point suffers when service varies between technicians.
What is consistency?
Greeting a customer within 30 seconds affects this key perception point.
What is responsiveness?
Repeating back what the customer said shows this skill.
What is confirmation or understanding?
This perception point is damaged when customers are transferred several times.
What is trust?
Customers perceive service as better when we show this emotional intelligence skill.
What is patience?
Documenting customer interaction helps maintain this.
What is continuity of service?
This non-verbal cue can make or break a first impression.
What is body language?
This communication style is preferred when resolving issues.
What is empathetic communication?
Following up after resolving an issue enhances this.
What is customer satisfaction?
This perception point is boosted when we remain calm under pressure.
What is professionalism?
Sending a thank-you message after service enhances this.
What is appreciation or customer loyalty?
Customers often judge service quality based on this initial contact method.
What is the phone greeting or email response?
Customers feel valued when we use this personal detail.
What is their name?
Offering alternatives when a solution isn't available shows this trait.
What is care for the customer's situation?
Smiling while speaking on the phone affects this perception.
What is friendliness?
This practice ensures customers receive the same quality of service regardless of who assists them.
What is standardized procedures or service protocols?