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First Impressions Matter!

First Impressions Matter!

Who do first impressions matter?

Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary, the absence of positive soft skills can result in bad word-of-mouth complaints. And bad news travels fast and it multiplies exponentially.

Regardless of your specialized work discipline, knowing how to do your job is only one aspect of customer service because technical ability won’t matter if you don’t convey a positive first impression. It’s been said that you don’t get a second chance to make a great first impression – so make it positive right from the start.

The below one-minute video says it best!

workforce development

During my seminars, attendees learn that among the many technical disciplines, diagnostic ability and conveying a positive attitude are two of the most important. There are, however, soft skill behaviors that are mentioned less frequently and which dramatically impact a service encounter.

These behaviors are neat attire, good personal hygiene, cleaning up afterwards and completing all paperwork.  Something as simple as completing paperwork can have a dramatic impact on service work.

HVAC Customer Service Handbook
HVAC Customer Service Handbook

Have you seen my video on REWORK?

If not, then CLICK HERE.

Steve Coscia

The road from professional musician to thirty-year customer service veteran to best-selling author and speaker is not a typical career path, but Steve Coscia may have started a new trend.

Coscia is one of the most widely published and quoted authorities in the customer service industry. He has published more than 200 articles, four books and a series of training DVDs. His college curriculum is taught at institutions of higher learning throughout the United States and Canada.

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