Module 3 : First impressions – making them count
You’ve probably heard the saying, "You only have one opportunity to make a first impression". This may be something of a cliché, but it’s nonetheless true. A positive first impression is an important start to building a relationship with your customers. Whether the interaction is over the telephone or in-person, the initial impression can set the tone for the entire customer experience. In this module, you will learn: Why first impressions are important The factors that...
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