Creating a Memorable First Impression
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The document discusses the importance of the greeting customers receive when they call a company. It notes that the first words customers hear can help create a good impression and reinforce the brand. It also stresses that tone of voice is as important as the actual words used. It then provides some examples of effective greetings, including thanking the customer for calling, stating the company name clearly, mentioning the department if needed, giving the representative's name, and offering assistance. The summary emphasizes that the greeting should be appropriate and reflect the company's brand and values.
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Creating a Memorable First Impression
- 2. The first few words /sentences our customers hear can help create a memorable impression of our company, reinforce brand awareness, create rapport with them and make them feel welcome. So as you might guess, not only are words themselves important but so is the way those words are delivered via tone of voice.
- 4. SOME EXAMPLES: The salutation: “Thank you for calling……” Many companies might ask representatives to say “Good morning or Good evening….” However, you may not wish to do so since it can cause confusion when you rotate shifts and or support multiple time zones. The company`s name: The only caution here is if the company name is very long or if it is an acronym. If so, ensure that your reps enunciate and slow their rate of speech so it doesn´t run together. If it`s an acronym or take care to use only one your customers would be familiar with versus one that is an internal one. Some companies also use tag phrases that you want customers to remember. “Thank you for calling, XYZ company, where service comes first.
- 5. The department, if necessary: “Thank you for calling the customer support group for XYZ company. The representative`s name: “Thank you for calling the customer support group for XYZ company, this is Ann”. An offer of assistance: “Thank you for calling the customer support group for XYZ c company, this is Ann, how may I help you? There many ways of creating a greeting that is appropriate and reflects your company`s brand, values and culture.
Hinweis der Redaktion
- The first few words /sentences our customers hear can help create a memorable impression of our company, reinforce brand awareness, create rapport with them and make them feel welcome. So as you might guess, not only are words themselves important but so is the way those words are delivered via tone of voice.
- Greetings should contain: A salutation The company`s name The department (if necessary) The representative`s name An offer of assistance. Keep it short and simple. The more words you have, the more errors can be made.
- SOME EXAMPLES: The salutation: “Thank you for calling……” Many companies might ask representatives to say “Good morning or Good evening….” However, you may not wish to do so since it can cause confusion when you rotate shifts and or support multiple time zones. The company`s name: The only caution here is if the company name is very long or if it is an acronym. If so, ensure that your reps enunciate and slow their rate of speech so it doesn´t run together. If it`s an acronym or take care to use only one your customers would be familiar with versus one that is an internal one. Some companies also use tag phrases that you want customers to remember. “Thank you for calling, XYZ company, where service comes first.
- The department, if necessary: “Thank you for calling the customer support group for XYZ company. The representative`s name: “Thank you for calling the customer support group for XYZ company, this is Ann”. An offer of assistance: “Thank you for calling the customer support group for XYZ c company, this is Ann, how may I help you? There many ways of creating a greeting that is appropriate and reflects your company`s brand, values and culture.