CHAPTER 32
Make That First Impression Count
The field of psychology is filled with research studies probing the incredible speed at which our minds form judgments about people and about the impact these judgments can have.
On the front lines, understanding the importance of first impressions is essential to knowing how to start off customer interactions on the right foot. Customers are making up their minds about you and your organization in the briefest of moments, and these early impressions have a direct impact on their subsequent service experience. How fast do people form impressions of others? One study shows it can be in as little as a tenth of a second.1 Whether these impressions are fair or accurate is irrelevant, because they are happening ...
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