Customer Service Impressions

Impression is like the smell of evergreens after a winter storm or the lighting on a great piece of art. It isn't the main attraction but it certainly can change the flavor of the product and the company. Even though people come to the gallery to see the art (product) it is the atmosphere and lighting that helps them leave with an awe inspired experience. Customer service is almost all based on these impressions and customer service representatives are the ones who create these impressions.

Most of us have experienced strong customer service and poor customer service through the products that we buy in our daily lives. The strong customer service program with friendly staff helps us feel appreciated while a poor customer service experience does the opposite. It is very hard to put our finger on the difference between positive and negative interactions or precisely why they occur but we do feel them. We know that a good representative can make us feel appreciated and a bad one can make us feel unappreciated.

It is precisely these subtleties that make all of the difference in terms of the ability to keep customers happy and willing to develop meaningful relationships. These relationships are vitally important in keeping profits higher and costs low. It is these meaningful relationships that encourage a positive tone, appreciation, and longevity in retaining customers. The smallest negativity can change the image of the organization in its entirety.

It isn't easy to train for such subtleties in business. Even if someone knows theoretically how to pull of charisma it doesn't mean they will be able to do it consistently everyday, all-day, and with every customer. Thus training will certainly make a difference but it isn't the whole solution. It only provides the theoretical base by which people can begin to understand the concept of charisma.

If most of charisma can't be taught in a training class it means that companies must do a better job finding those with talent and hiring them. Stronger recruiting methods, focused on outlets where such people frequent and better selection methods in order to highlight those for hire. Thus recruitment and psychological testing are important precursors to strong customer service.