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As the old saying goes, “You will never get a second chance to make a first impression.” This is why the first impression is extremely important and can set the tone for all future transactions.

Here are some ways of creating positive impressions, some of which have already been discussed:

• Thoughtfulness in meeting the customer’s needs

• Personal responsibility for a customer

• Quick problem solving for customer

• Offering immediate assistance

• Friendliness

• Using customer’s name in a conversation

• Pleasant voice tone

• Polite and courteous manners

• Neatness

• A genuine smile

Here are some factors that create a negative impression:

• Making the customer wait

• Not answering the phone promptly

• Not saying “please” and/or “thank you”

• Speaking loudly or condescendingly to customers or colleagues

• Making faces, frowning, acting distant, not smiling

• Looking disheveled or like you do not care about your appearance

• A poor handshake

• Focusing on another task while addressing or servicing a customer.

Remember, impressions stay with those you meet, especially customers, and once registered; negative impressions are difficult to overcome.

Ten Major Do’s and Don’ts of Customer Service

Every day customer service representatives face situations when what they say makes or breaks a service interaction. Below are ten phrases that should never be used because they frustrate and anger customers.

• “No.”

• “I don’t know.”

• “That’s not my job./That’s not my department.”

• “You are right – that is bad”

• “Calm down.”

• “I’m busy right now.”

• “Call me back.”

• “That’s not my fault.”

• “You need to talk to my supervisor.”

• “You want it by when?”

No: Everyone hates the word “no”. It is de -motivating, discouraging, and disinteresting. You will hear this word throughout your life as a customer and as a service provider. “No” is tantamount to “bad service.” “No” is easy, cheap, unproductive and negative – it means failure. Unfortunately, “no” is the word we most often hear when a new idea, request or concept is introduced. Admittedly, there are times when you will have to say “no,” but focus on what you can do for the customer (accentuate the positive) and not the negatives of the situation. Better to say “What I can do is…” and demonstrate that you care and want to provide quality service despite your current limitations.

I don’t know: Good service means never saying, “I don’t know.” When a customer hears “I don’t know,” they hear, “I don’t feel like finding the information you need.” Better to say, “I’ll find out” or “Let me look into this and get back to you ASAP.”

That’s not my job./That’s not my department: When a customer asks you to do something that you do not know how to do or do not have the authority to do, become a catalyst by leading the customer to the person or department who can help him/her solve the problem. Better to say, “Let me transfer to the person who ca n immediately help you will this problem.”

You’re right – that is bad: Many inexperienced customer service representatives think by sympathizing with the customer’s plight, he/she will win over the customer rather than actually doing something to solve the customer’s problem. If a customer expresses annoyance or frustration, do not make it worse by commiserating with him/her. Empathize with the customer but seek to solve the problem.

Likewise, it does not do your company or organization any good to criticize co-workers or other departments within the company or to the customers. All interested parties end up looking unprofessional and inept. Rather try your best to accommodate the customer. Do not promise anything you cannot deliver but do try to serve the customer well. Better to say, “I understand your frustration, let’s see how we can solve this problem.”

Calm down: When customers are upset or angry let them vent (within reason) and they will eventually calm down. Telling them to “calm down” is belittling, and often serves only to infuriate them further. Better to say, “I’m sorry.” This is one of the ideal phrases for customer service – it helps to placate the angriest of customers and allows you to begin the process of solving a customer complaint or request and “meet him/her half way.”

Apologizing does not mean you agree with the customer but it is a means to empathize and move beyond the emotion of the moment and negative impact.

I’m busy right now: It is not easy to juggle customers. You are often helping one customer when another calls or visits your service area. Asking a customer to be patient or politely asking them to wait is very different than putting them off and saying you are too busy to help. Leaving them standing there or on hold are two of the mortal sins of customer service.

“Being too busy” is tantamount to saying that you do not care and they are not important. Let the customer know they are important and you are aware of their presence. Better to say, “I’ll be with you in one moment” or “Please hold and I’ll be right with you.”

Call me back: This expression conveys little interest on the part of the customer relation’s employee for the needs and wants of the customer. You should always call the customer back because you want their business and are responsive to their requests. Being proactive is part of good customer service.

That’s not my fault: If an angry customer accuses you of creating a problem, rightly or wrongly, the natural reaction is to defend oneself. However, this is not the best course of action. The customer has a problem that needs to be solved. By resisting the need to defend yourself, and focusing on the needs of the customer, you can resolve the problem faster and with less stress and confrontation. Better to say, “Let’s see what we can do about this problem.”

You Need to Talk to My Supervisor: This cliché of bad customer service has angered and frustrated customers decades. Customers often ask for things outside the scope of your work or authority – maybe even outside the services/products provided by your company. While passing off these requests to your manager is a tempting option, it is better if you attempt to solve the problem yourself or directly go to the supervisor yourself and get a solution. You become a service hero for the customer and the supervisor. Better to say, “Let me find that out for you.”

You Want it by When?: Customers often make unrealistic demands, especially when it comes to time. Your first reaction may be annoyance and you may want to make a snide or sarcastic comment. However, the best approach is to hold off on displaying a negative attitude and making a poor impression. Better to say, “I will call you right back after I find out if that is feasible.”

Helpful Reminders for Polite and Friendly Responses

Wrong Approach	Polite and Friendly Alternative
“I don’t know.”	“I’ll find out.”
“No.”	“What I can do is…”
“That’s not my job.”	“Let me find the right person who can help you with …”
“You’re right – this is bad.”	“I understand your frustrations.”
“That’s not my fault.”	“Let’s see what we can do about this.”
“You want it by when?”	“I’ll try my best.”
“Calm down.”	“I’m sorry.”
“I’m busy right now.”	“I’ll be with you in just a moment.”

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