Creating Positive Impressions

Ensure your customer service team leaves a lasting positive impression with this engaging video and e-learning course. Through the amusing case study of the Cutting Edge team, this program highlights the impact of unsmiling expressions, vague communication, and unprofessional behavior. Learn how to make everyone feel welcome, show genuine interest, demonstrate confidence and expertise, and build ongoing positive relationships for successful customer interactions. In the video Creating Positive Impressions, Michael and Wendy aren’t welcoming, so Carol suggests they greet people warmly and smile. However Carol mispronounces their names. When the clients criticize Mana’s presentation, Carol agrees and criticizes Mana in front of them. The clients are not impressed and leave.

Learning objectives:

• Make a positive impression
• Don't ignore people, INSTEAD: Make everyone welcome
• Don't be vague, INSTEAD: Demonstrate expertise
• Don't behave rudely, INSTEAD: Always be professional
• Don't miss opportunities, INSTEAD: Build ongoing relationships