Ask the participants what they understand by the term first impression. Collate the answers and tell them that the first impression is the evaluation or impression one makes about you and your organisation at the first glance. Discuss the importance of first impression in customer service.
Discuss the fundamentals of first impression. Talk about moment of truth as Jan Carlzon defines it. Share an anecdote: Jan Carlzon A classic customer care story from the 1980s was the turnaround of the Scandenavian Airline (SAS). Following a disastrous year when SAS made a loss of $8 million, the company promoted a young marketing executive, Jan Carlzon, to the position of president. Just 18 months later, the airlines achieved a gross profit of $71 million. While competitors had concentrated on cutting costs in an effort to reduce their losses, Carlzon had focused on customer care. He started by identifying the airline’s most important customers and business flyers. He then asked them what would make them want to fly with SAS, rather than a competitor. The answer was loud and clear. They wanted punctual flights. Carlzon put a monitor on his desk, showing the take-off and landing of every SAS flight, around the world. He personally phoned pilots to find out the reasons for delays. Suddenly, SAS flights became extremely punctual and new customers started queuing up. He speaks about the necessity of mentally turning the organisation upside down to become a customer-driven service company. He said “We used to fly airplanes - now we fly people and it was not what kind of seats the customers got on the plane or the food that was served; it was the very important aspect of the customers travel needs.” Each time the customer would travel earlier, his moment of truth was “I will get late again”, however, now after this effort made by Jan Carlzon, the moment of truth would translate into “I will reach my destination on time.” Customers wanted to reach their destination on time. With SAS, every flight started on time. Jan Carlzon made this moment of truth extremely delightful and pleasant and this is the truth for the success of many a business. Discuss the guidelines for making a strong first impression.
Discuss the difference between perception and reality. Tell the participants when they look at something without studying it or going into the depth of the matter may cause one to form a perception about it, which may be far from reality. Therefore, how they view something or someone depends on how they perceive the thing or the person.
Conduct the activity: A long perception Tell participants to look at the image and write what they perceive from the image.
1 min You may share : Outer self is what people can see and experience whereas private self relates to the inner hygiene and upkeep which gives confidence and assurance for you to meet people. For .e.g. taking bath everyday vs. skipping bath, repeating unwashed socks the next day Repeating Inner wear without wash Cleaning ears weekly vs. once in a while Washing hair at least twice a week vs. only when necessary Cover the broad components of Attire for men as given on the slide – it is getting covered in details with slides ahead
1 min Many corporates have a dress code/uniform which all employees have to adhere to ICICI bank for example has a corporate dress code- the video on ICICI uniform code will be shown at the end of this session
1 min Having shared the inputs on positive behaviour show the above slide on negative behaviours and highlight their contributions which appear in the slide- The next slide carries descriptions of these behaviours- so need not elaborate on all points at this slide
1 min Show the slide Match what they commented with what is there on the slide Thank them for points contributed by them that also appear on the slide-(this encourages them to contribute) The next slide carries descriptions of these behaviours- so need not elaborate on all points at this slide You may share: A study says that 38 per cent of the impression you make comes from the tone, pace and nuances. For example, the acceptable handshake in the business world calls for extending the right hand. Because some cultures are offended by the use of the left hand, using the right hand ensures that you’ll not offend anyone. Indians are bad at shaking hands. They either grab your hand or touch the fingertips, especially if it’s a woman.