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What Customers Expect on The First Interaction - Teleperformance - ContactCenterWorld.com Blog

What Customers Expect on The First Interaction

Let’s go back in time and try to think about the moments leading to your first job interview: it might take you to your old self, taking extra minutes to make sure that your hair is combed; looking at the notes you’ve made after Googling almost everything about the company interested in hiring you; and memorizing your resume . We’ve all been there, because we acknowledge that yes, in the professional environment, first impressions do last.

This  applies even more in the customer service industry, where the first touchpoint between customer and brand always matters. This is a make-or-break situation that brands and companies must know how to decipher, because customers expect positive first interactions while their issues EW being addressed or their problems fixed. The impact of the first interaction is so strong that it can inspire brand loyalty among new customers—which is why it is important to make that first impression count in order to make way for a potential customer-brand relationship.

The key to addressing this is to know what customers expect and prefer the moment they decide to contact customer service for the first time, including:

  • Professionalism: Customers expect to be treated with professionalism and respect.
  • Relevant information: Customers want to receive accurate and relevant information that will help them address their issues and answer their questions.
  • Meaningful and personalized interactions: Customers appreciate a professional “connection” that will help them engage better with customer service, allowing easier and effective communication.

It’s no secret that positive customer experiences rely heavily on positive customer service interactions. The first interaction plays a pivotal role in creating a seamless and smoother customer journey, capable of delighting old customers as well as inviting new ones. Contact us today to learn about how we can make each interaction with your customers matter!

Source: https://teleperformanceblog.com/customer-experience/what-customers-expect-on-the-first-interaction/

Publish Date: June 6, 2018 5:00 AM


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