Making a First Impression That Lasts

Your front-line staff can make or break your company’s reputation. It’s important to make sure they give your clients the right message about your company. Here are some tips from Virginia.

Describe how you interact with our guests to make them have a good experience in our office.
I always smile, am polite, and make them feel welcomed. I get information by listening to the reason for their visit. I offer refreshments while they’re waiting, even if they are a “walk-in.” I make sure they leave feeling they were successful in getting what they needed.

How did you become so good at what you do?
I enjoy taking care of people and this is just one of the ways I do it best. No one ever wants to walk into a front office and not get a pleasant welcoming. I put myself on the other side of the desk and treat people the way I would want to be treated.

What are some compliments you’ve received about your work?
Customers thank me for greeting them so pleasantly so early in the morning – or anytime I answer the telephone. They say I am the best, because I am always professional, friendly, helpful and polite. They say I have a nice polished voice.

What should front-line staff understand about their work?
We need to be what we are, and we are PROFESSIONALS. We need to provide an exceptional and friendly service to everyone who walks through our doorway, and to those who call us for assistance.

How can a manager tell if someone they want to hire is going to give great customer service?

• Hire excellent communicators – excellent communication skills are a must for customer-focused positions. Effective communication creates better relationships and builds trust.
  
• Hire good ears – being a great listener is the key to understanding a customer’s needs, wants and concerns, especially when dealing with angry customers. A good listener will be able to ask the right questions and figure out the real issue behind the customer’s frustration. That will lead to the best solution.
  
• Hire team players – being a team player helps with solving problems, taking on responsibilities and making good decisions.
  
• Hire the right mindset – a person needs to have a mindset of service, which is not only being always ready to serve others, but also a willingness to go the extra mile to create a truly memorable customer experience.