25 rd Annual Employment Development Week October 12 – 16, 2009

25rd Annual Employment Development Week October 12 – 16, 2009 “Making Positive First Impressions” Tuesday, October 9. Room 2203 9:50 am – 11:05 pm Presenter: Luis M. Rodriguez, M. Ed. Language Center Coordinator School of Community Education

Customer Service Philosophy Customer relations is an integral part of your job – not an extension of it. - William B. Martin • 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 Service Dimensions “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 Researchers have found that it cost five times more to attract a new customer than it does to keep one you already have!!

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 steps • 1. 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

First Impressions Just 7 seconds! Do you believe in love at first sight?

Importance of First Impressions • First impressions are extremely resistant to change. • 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. • 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.

First Impressions on the Telephone

Incoming Calls Creating a positive first impression begins before you even pick up the phone. It starts with finishing your previous callor 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. Always remember that customers’ very first impression comes with the first ring of the phone.

Steps for Effective Telephone Greetings 4. Use Their Name. 5. Speak Clearly and Audibly. 6. Thank Them. The TONE OF VOICE we use can communicate attitudes and emotions. The listener can create good or bad impressions about the speaker: POSITIVE NEGATIVE RUDE UNSURE FAKE INDOLENT CARELESS BORED IMPATIENT DEFENSIVE TIRED FRIENDLY CONFIDENT SINCERE CARING SENSITIVE ENTHUSIATIC PLEASANT

ALSO…. • 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. 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!

How May I Direct your Call? • 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. • Researchers have found that up to 80% of the message over the phone is conveyed through the tone of voice.

First Impressions In Person

What do impress customers at first sight? The Tangibles The Tangibles • Physical Environment • Personal Appearance

The Physical Environment 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. Spills, and the kind should be reported immediately to janitors or housekeeping to avoid accidents. Don't forget that the physical environment represents who you are!

Your Personal Appearance 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. 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 Create a Possitive Impression • 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 Customer The 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.

In Brief…. 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

Remember Generally, 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?

Questions & Answers

Bibliography • 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)

The End

25 rd Annual Employment Development Week October 12 – 16, 2009