• Marc

You Never Get a Second Chance to Make a First Impression

It’s a hot day, you are working from home and cutting it close to a deadline. Your Internet gives way and you need to call the customer service hotline to get it going again. You are bothered and disgruntled after waiting on hold for a while before a lovely operator with a wonderful and bubbly voice connects and says:

“Hello! My name is Kai and I’ll be assisting you today. How are you this morning and how may I help you?”

Kai proceeds to guide you through the steps and gets your Internet up and running, all the while being friendly, polite and maintaining an interested tone. That is five-star customer service and you reassure yourself that you have signed up with the best service provider. You carry on with the rest of your day feeling great.

Would you believe that you formed an impression of Kai within the first seven seconds of your conversation?

You read that right. Seven seconds is all it takes to make an impression on someone we meet or speak to. Seven crucial seconds to make it or break it.

Customer relations, whether over the phone or in person, is a key aspect in many businesses. Even if we do not end up purchasing a product or service offered, we often find ourselves connecting to people who go above and beyond to create positive experiences for us. Speaking with an amalgamation of confidence, clarity and enthusiasm can play a major role in the way others perceive you and is a great opportunity to elevate your chances of captivating someone’s interest.

Seven seconds can seem intimidating, but it is not impossible. If you want to give off positive vibes to others around you, start reflecting on the way you speak and not just what you say. Think about your energy levels whenever you engage in a conversation. Do you sound clear or do you tend to mumble? How is your tone, pronunciation and volume? Do you speak too quickly or too slowly? Start thinking about the different aspects of your speech that you might want to improve on. Of course if you are interacting in person, then there are other elements that you may want to consider such as your body language and the way you dress.

I would like to end this post by giving you a simple but effective tip. The next time you answer the phone or meet someone, begin the conversation with a smile on your face. You’ll be amazed at how a genuine smile can naturally change your voice and your speech. Believe me - they will sense your energy and you will have their attention.

Making a positive first impression simply by the way you speak goes a long way. Remember, you’ll never get a second chance to make a first impression.

So let’s hit that nail on the head.

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