Why is First Contact Important in Customer Service?

Why is First Contact Important in Customer Service?

First contact is important in customer service because you can gain an understanding of your partner, set the tone for your organisation, and ultimately make a sale that profits both sides.

Ultimately, you only really get one chance to make a good first impression, and it usually lasts. This is because getting off on the wrong foot can jeopardise your chances of making a sale. This means that you only get one shot, so its really important that you show off your skills.

To make a great first impression in customer service, you must know how to dress smartly, talk confidently and offer quality products and flexibility to your customers.

The Importance of First Contact

Setting the Tone

When meeting with a potential sales partner, you represent your whole organisation.

Although it doesn’t feel like it, for the purpose of your meeting you do. By appearing professional and confident, you persuade the partner that your organisation is too. Ergo, if you fail to make a good impression, it reflects on your organisation as a whole. Even though it shouldn’t, it just does.

This is a type of unconscious bias people have, as they are less likely to do business with someone who comes across as poorly dressed, immature and unprofessional. This is because they think they may experience problems down the line. It doesn’t matter how good your product is, if you don’t know how to make a good first impression on people, it won’t sell. This even applies to really subtle things like body language, posture and smiling.

Understanding your Customer

A first meeting is a chance to get to know and understand your potential partner’s organisation, customer needs, as well as themselves at a human level.

A first meeting is a great chance to understand the organisation meeting with you. When you do this, you have a much better understanding of why they may want to use your products, so you can offer better customer care. Knowledge of the organisation is an absolutely key part of success in sales. This is because you can offer advice on how to get the most of your services.

Although this is just first contact, it is a great chance to start to understand an organisation’s motivations for meeting with you. You can gauge how many of your products they may want to buy for their specific use-case.

However, a first meeting shouldn’t all be about business. This is because at the end of the day, you are both human beings. By creating a human relationship, you will be much more memorable. This is because you aren’t just treating people as customers, you are treating people as people.

Making More Sales

However, at the end of the day, a positive first contact is with a customer is super important for increasing your sales and creating everlasting partnerships.

Think about it. If you come across friendly yet professional, an organisation or customer will want to do business with you. If they really like you, then you will stay in contact. This means that they could purchase more of your products or services in the future, increasing lifetime customer value and your own revenue.

This will build-up your reputation, which is really important in business. If you don’t have a good reputation of treating customers well, your sales will decrease and you will be missing a trick.

For more information, you can view our online customer service pathway. It covers all the main topics, including first contact. Our courses will prepare your employees and train them to come across professionally.

You can view our first contact online training course here.