By Nancy Friedman, Founder – President Telephone Doctor Customer Service Training, Keynote Customer Service Speaker, Commutations, Sales
I posted a LinkedIn blog poll recently on this customer service topic. The choices were:
- 4 – 10 SECONDS
- 10 – 20 SECONDS
- OVER 20 SECONDS
All of the respondents (and thank you all who did take part) said “A.”
No one is surprised, I know.
There were no B’s or C’s.
One comment from our friend, Donnie Boivin, Podcast host of “Champion of Your Success,” said at “HELLO.” (Meaning I’m sure as they pick up the phone with your name or company name. https://www.linkedin.com/in/donnieboivin/
And IFPG President, Red Boswell, added a new category of “D” at 2 – 4 seconds. https://www.linkedin.com/in/redboswell/
The best part was NO ONE went over 10 seconds.
What surprised me is if most people know that in order to make a great first impression, you only get a very, very short time to do that, then why don’t more people do it?
Those of you who know me, or have seen a Nancy customer service program, know I make my living helping companies communicate better with their customers and coworkers.
So, why don’t more people make a great first impression? And let’s NOT LIMIT it to only the phone. This topic involves all 6 touch points of communication. Seven if you want to include TEXTING.
The ANSWER: In my opinion, they’ve never been shown. YUP. Good old common sense. It appears sometimes there isn’t enough importance within a company to make this simple and easy point happen. Well, in defense of the companies, owners and manager, let’s say maybe they don’t know HOW to make it happen.
Make no mistake, it’s in the TRAINING. Often times all employees are told is: SMILE.
TIP: This topic needs to be done in the interview process. But that’s a whole ‘nother blog. Telephone Doctor secret hiring questions. Shhhhh…
Either way, you know what’s right. Make it happen! Call your own company and hear if they’re smiling or not. And don’t just call once…call many times.
Ok, I don’t wanna preach. It just seems to me if it’s so important to you and you know what’s right to do, why then isn’t it being done?
