We don’t get a second chance when it comes to first impressions, and yet sadly many organizations pay relatively little attention to how people are greeted when they have their first contact with the organization concerned. If we want to make a positive difference, then it is important that we get off to a good start by giving a positive, welcoming message, letting people know that they are valued and respected. Much of ‘customer care’ is basic communication skills, but there can sometimes be additional challenges involved (for example, where someone is irate or threatening). Of course, however difficult such situations may be, we need to remain focused and respectful – even if we feel very uncomfortable. This will help to make sure that, after the person concerned has calmed down, they will appreciate how well they were treated. If, on the contrary, we allow the tensions involved to prevent us from being helpful and supportive, we can be creating significant difficulties for ourselves (and/or our colleagues) further down the road if the message we are giving out is that resolving our own discomfort is more important than providing genuine customer care.
