We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and what happened last. As customer service professionals, we know that first impressions matter, but what if you used that first impression to set the stage for your customer and your employee?
Below are two great examples of companies that go beyond a typical customer greeting. And since repetition is one of the most basic learning techniques, these greetings ensure the employee is repeatedly reinforcing the culture they are representing many times a day.
Beyond How Can I Help You
How many times have you called or entered a business and heard, “Hi, this is so and so, How can I help you?” It’s a friendly and polite way to greet customers, but it is also forgettable. However, Giant Eagle Market District, a regional grocery chain takes a different approach. It goes beyond the typical greeting to reinforce its commitment to service right from the start.
“Hello, Giant Eagle Market District, how can I offer you unparalleled service today?”