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Why First Impression Matters 7 steps to delivering Outstanding customer service

What we need from you   Willingness to learn & develop Prepare to participate and share your experience Commitment to use some of the material in your day job (if you haven’t already)

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It takes 12 POSITIVE EXPERIENCES
to make up for ONE UNRESOLVED
negative experience

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How to Create a Good First Impression Present Yourself Appropriately.  Be Yourself.  Have a Winning Smile!  Be Open and Confident.  Use Small Talk.  Be  Positive .  Be Courteous and Attentive.

First impressions  have the ability to make or break a business, and a positive experience can create long-lasting business relationships. Making a good  first impression  is particularly  important  when it comes to meeting customers, pitching to potential clients and keeping them your customers.

You only have 27  seconds  to make a  good first impression , according to new research. A study among 2,000 Englishmen examining the art of  first impressions  found that seven in ten Britishers (69 percent) form a  first impression  of somebody before they even speak

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Listen Actively		 Respond Positively Offer solutions Take Ownership	 Show Empathy Build Rapport Save Time and Effort

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What proportion of face to face communication is based on what you actually say?

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It’s not what you say but the way you say it!

10% of conflicts are due to difference in opinion and 90% are due to wrong tone of voice.

How can you positively affect your tone of voice?

Smile - it can do wonders :) Stay in the conversation and pay attention If the conversation is operational, imagine you are talking to a friend, stay upbeat If the conversation is hard, imagine the person on the other line  If the customer is raising their voice, lower yours!

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Every good conversation starts with active listening!

CLARIFICATION   is the  skill we use to ensure t hat we have understood the message of the speaker in an interpersonal exchange.  Open clarifying questions  help the speaker find direction in what is confusing or lacking in the information they've provided. Open clarifying questions can take the form of when, where, how or why questions. Closed clarifying questions  require YES or No answer and they seek accuracy!  Follow the rule:  Admit if you are unsure about what the speaker means. Ask for repetition. State what the speaker has said as you understand it, and check whether this is what they really said. Ask for specific examples. Examples:  Can you please show us the carpets that require cleaning? Please advise how were the stains pre-treated prior to my visit?  Would you let us know how did you clean the oven so far? Does it have a self-cleaning option? Would you please advise us the name of the last company that did the cleaning for you?

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Make sure you know what the question is - so for this you have to listen! Let them know you are listening (i.e. ACTIVE listening) Answer the f****** question!

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Why is a positive first response important?

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First Response                                First Impression

I am your cleaner.  Hello, I am from Fantastic services. Hello, can I come in? I am here for the Window Cleaning.  Are you letting me in for the Carpets?  off?

Hey, my name is *****, I will be providing your oven cleaning service today. How are you? Hi, I am from Fantastic Services, my name is  ******* and I will be serving you today.  Hello, Thank you for choosing Fantastic services for your Window cleaning. I will be your providing your service today.  Hi, it’s nice to meet you! My name is **** and I will be providing a Carpet cleaning service for Mr Burke.

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Certainly I would be happy to I would be delighted to  That would be easy to do Absolutely/Fantastic/Amazing

Let me see how I can help I can check that out for you right away I can certainly help you with that I am sure we can help you with that

Explanation   (Bad News)  Alternative  Note: You don’t always have to give the bad news Good news doesn’t have to be giving the customer exactly what they want. An explanation is a way of helping a customer.

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Carpets - Poor condition  “The carpets cannot be cleaned well, they are in bad condition.” Explanation is key  -  “Thank you for allowing me to inspect the property. I would like to advise you before I start that given the condition of the carpet, the stains will only get a bit lighter. I will try my best to remove as much as possible in a safe way but I wanted to let you know that they will still be visible.”

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Windows - no access “I cannot clean those windows, there is no access” Explanation is key  -  “Thank you for showing me your windows. I can definitely clean ……., however the for the ones at the back I would need access from the neighbour’s property. If you could arrange it, I will be happy to do them as well.”

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Oven - Customer: I want you to clean the extractor as well “Well, that’s not part of your service.” Explanation is key  -  “Your service currently includes cleaning of the oven and the hob only. I can clean the extractor for you as well and leave everything sparkling. Since this is an additional item, the price would increase with ... GBP. Would you like me to proceed?”

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Thank you  – A complaint is a gift as you can make things better! Sorry  – Apologise for what is wrong (it doesn’t mean you are to blame and an apology doesn’t cost anything!)  Solution  – Tell them what specifically you will do to address the complaint.

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Can’t/ No Unfortunately Bear with me One Time Exception Gesture of Goodwill Problem/No problem

Of course Absolutely  Thank you Definitely/ Certainly   Exactly  Great/Perfect

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Critical thinking is the ability to think clearly and rationally, understanding the logical connection between ideas. By analyzing facts, we form judgements and ideas.  In order to offer a proper objective solution, we must use the skill of critical thinking. You should be aware that none of us think critically all the time. Sometimes we think in almost any way but critically, for example when our self-control is affected by anger, grief or joy or when we are feeling just plain ‘bloody minded’. Thus the first steps to mastering critical thinking are: Be aware of your emotions and mindset Stop! Give yourself time to think and analyze  Ask yourself questions  - Who, When, What, Why, Where, How Once your judgement is formed, can you provide structured reasoning and support it with facts? Before proceeding, note any implications there might arise and evaluate the risks

Talk to a 6-year-old.  “If you can’t explain it to a 6-year-old, you don’t understand it yourself.”  You'll quickly discover elements of the subject you don't fully understand, and may start thinking about the problem in a new way.

Work backward.  Working on an issue backward can  help you see things you might otherwise ignore. Reconstructing a failure from end to beginning, rather than beginning to end, can help you address the true impact of each phase in the sequence.

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How to sell your solution to the customer?

Listen to what the issue is  Acknowledge it  Diagnose - what should the solution be (eg. explanation, transfer, callback, email etc) Prepare - be prepared for your solution to be denied  Educate  Offer a different option  Highlight the differences  Give timeframes Solve

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Adapted from
Covey et 011992
Sphere of concern
Everything you are concerned
with or care about, regardless of
your power of control
Sphere of control
Everything you can directly control.
Control = Awareness + Choice
Sphere of influence
Everything you can influence
outside of your direct control (via
relationships, networks, etc)

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Using words to show you will take ownership for  the given situation/issue …  I  will make sure I do that for you personally ….  I   know exactly how to do that ….  I   will take care of that … Based on  my  experience

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But what happens when the client has heard it all and doesn’t believe you?

“We will call you back... ”   Tell the clients something that they would hear for the first time, use quality language to make them believe you. Insistent clients are mostly insistent, as something has been promised to them and their trust was broken.

“Now that I am aware of the situation, I will definitely try my best to offer you the assistance you deserve”

“This is definitely far from the experience we would like our clients to have, so allow me please to make it right for you.”

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Pleasant/friendly Uses phrases such as “Uh-huh” and “I see what you mean” Thanks us for service Conversant Chats with us Responds to questions/comments Greets us Listens to us

Cooperative Offers the info requested Gives complete/additional info Accepts our statements  Relaxed Waits for us to finish speaking Speaks in a calm and unhurried voice

Response :  Appreciation  – let the customer know that he or she is valued.

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Insulting Spits our words Makes “You…”statements Swears Makes accusations Intimidating  Doesn’t listen Interrupts Threatens

Confronting Requires proof Uses stern, hard tone of voice Expresses certainty: “I know I’m right” Argumentative  Interrupts Uses loud voice Uses fast-paced speech Sarcastic

Response :  Validation – let the customer know it’s OK for him or her to be angry. Listen. Allow the customer to vent her or his emotions .

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Assertive Initiates conversation Asks direct questions Sounds very confident about responses to our questions Directive Explains in detail Uses well-chosen words Has everything ready before asked Makes suggestions

Demanding Speaks very quickly, with few pauses Uses short sentences Abrupt Uses clipped speech Responds very quickly to our questions Interrupts Doesn’t engage in  extraneous conversation Uses fast-paced speech

Response :  Immediate action  – if possible (and appropriate), do what the customer asks .

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Puzzled Mumbles Ends sentences with questions Answers with “I don’t know…” Hesitant Pauses before answering questions Pauses between words and phrases Consults with partner Uses lots of “ahs…” and “umms” Seems unable to find necessary info

Apprehensive Seems slow to respond Has shaky voice Sounds nervous and uncertain Speaks quietly  Avoiding  Seems slow in responding to questions; offers no response Doesn’t tell us what he or  she wants Uses defensive statements “It’s not my fault”.

Response :  Reassurance and clarification  – let the customer know that you will help clarify any info that isn’t clearly understood. Reassure customers in this condition that you will stay with them until their needs are met.

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Informality        -   I hope you and your family are safe home!  I hope you’re having a good day today? How is your day going?

Background Knowledge What type of service do they want and why? What information have they given you or is on the system? If they are moving then wish them well in their new home.

Introduction Always introduce yourself and the company! Customer is to be assured he is talking to a human being, not a robot! Pay attention to the way customer is introducing himself - Use his name and do not call him ‘ John’, if he refers to himself as ‘’ Mr Jones’’

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Using words to convey the impression that things will be done quickly … I can do that right away … That will take no time at all … I will come straight back to you …  Based on my experience …..

Being very specific about how long things till take to manage expectations … It will take us approximately 5.5 hours to complete your service … It is 8:30 am now so we should be ready by..  … It will take us about an hour to steam clean the bedroom carpets and than another half an hour to do the rug!

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Explain what you are going to do and why … We need you to confirm the parking spot for the  van, as it is vital for the equipment we have to perform your gardening service … The service price is based on the layout of the property. Due to the fact that there is an extra bathroom added , the final price goes up to ...

Make sure you ask before you do anything. …. May I please take a few picture of your home? (during survey) …. Would you be able to help us with parking? …. Is it convenient to speak right now? ….Allow me please to explain the reasons behind our request to increase the final price?

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Technical  Systems – what you use Processes – How you do it Products – What you sell People Attitude – How you feel Behaviour – What you do Language – What you say

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CLARIFICATION   is the  skill we use to ensure t hat we have understood the message of the speaker in an interpersonal exchange.  Clarifying questions  might be one of the most valuable tools to help you   better understand information ,  eliminate confusion  during a discussion or keep yourself from getting punched in the nose.  Clarifying questions  are  tools used by active listeners  to ensure understanding and  obtain essential information.  These types of questions are simple inquiries of fact.

Every good conversation starts with good listening!

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Open clarifying questions  help the speaker find direction in what is confusing or lacking in the information they've provided. Open clarifying questions can take the form of when, where, how or why questions. Closed clarifying questions  require YES or No answer and they seek accuracy!  Follow the rule:  Admit if you are unsure about what the speaker means. Ask for repetition. State what the speaker has said as you understand it, and check whether this is what they really said. Ask for specific examples. Examples:  May you please show me which carpets would you like cleaned?  Please advise me whether the oven is self-cleaning?  Would you let us know if you’ve pre-treated this stain?  Can you please let me know which were the trays belonging to the oven…? Am I right in assuming that these windows belong to the neighbour .......?  How do you feel / What do you think of the plan of actions we have discussed ? PLEASE, CORRECT ME IF I AM WRONG ? - when you ask a question, be prepared to be corrected!

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Internal Process Department names  (  TEAMS)  Abbreviations  Technical terms         Use clear simply language your Mum can understand!

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Using words to convey the impression that things will be done quickly … I can do that right away … That will take not time at all … I will come straight back to you … I’m doing it as we speak … I’ll do it immediately

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Being very specific about how long things till take to manage expectations … It is  9am now, I should finish your service by 10:30am  …  I can call you 10 minutes before I arrive if you would like? 5

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Explain what you are going to do and why … First, I will hoover the carpet, I will spot clean this part before proceeding with..  …We use purified water only which does not leave water marks behind and would even leave your windows clean for longer  … We use dip tanks inside the property to make sure that..

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Make sure you ask before you do anything. …. May I please take a few picture of your home? … Would you be able to help us with parking? … Is it convenient to speak right now? ….Would you mind if I turn the oven on?

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I am truly sorry for being late, I understand how important scheduling is, I will start your service right away I understand how frustrating this must be .. Please, accept my personal apologies for this misunderstanding! Now that we are all aware of what needs to be done, I will complete the service for you as agreed. Thank you for allowing me to assist you! I know how stressful an important event can be. Your patience here has been so important .

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