The way you present yourself at work speaks volumes about your enthusiasm for the job. When it comes to customer service, your personal presentation will make all the difference to how you and your company are perceived.
Personal presentation includes your attitude and body language, as well as what you wear. If you get them all up to scratch, you’ll be set to make a positive impression.
First Impressions Count
We all know how to make a good impression and this was evident when I recently took part in mock interviews at The Amersham School. Students were given a choice of roles to apply for, or they could select a job they were interested in. I interviewed for positions including a Marketing Assistant, a Learning Support Assistant and Donald Duck at Disneyland Paris!
On the day of my visit, the school held a non-uniform day. In theory all of the applicants could have arrived in their favourite outfit, but they were all dressed in their smart school uniform. I immediately noticed that one student had even polished his shoes. (These small details don’t go unnoticed!) It was clear that they wanted to make a positive first impression.
Personal presentation extends to your body language too. I could easily identify which students were genuinely interested in the role and who felt confident in the interview setting. We’re all tuned in to observing posture and mannerisms; they tell us how engaged and attentive a person is. An employer or customer will look for the non-verbal signs that communicate that you are switched on.
I was pleased that all students greeted me with a smile, eye contact and handshake. These simple gestures cost nothing and should be used so often that they become an automatic habit. The students understood their importance, but there are still too many customer service interactions where a smile and eye contact is missing. It makes me so mad, that I’m writing a book on the subject!
One girl was chewing gum during the interview. She was clearly a bright student, she was well dressed and interviewed well, but the gum wasn’t appropriate to the situation. It would be enough to put me (and others) off hiring her, so we talked about this at the end.
Interviews can be incredibly stressful, but at their heart, they are a conversation. Although you can’t predict what will be asked, if you have researched the company and have a genuine interest in contributing to their goals, you’ll be on the right tracks.
Whilst all of the The Amersham School students spoke confidently, the ones that stood out clearly had a passion for the role they applied for. They were already putting things in place to gain relevant experience for their dream job.
The student that made a huge impression with me was the boy who was applying for the position of Donald Duck at Disneyland Paris. To help make this a reality, he was studying drama and performing arts, both in school and in his spare time. His passion was infectious.
Disney is renowned for providing the highest levels of Customer Service and we discussed his understanding of how this could be put into practice. I truly believe he has what it takes to deliver outstanding Customer Service and give children an amazing and memorable Disney experience.
Although my role at such events is to help the students, I get so much out of the experience too. It provides an opportunity to see the skills and ambitions of the next generation and shows ways I can help them improve vital work skills.
It also highlights that if you have ambition then anything is possible; if you want to be Donald Duck, and work hard to fulfil that goal, you might just achieve your dreams!
Introduction to Customer Service
If your colleagues would benefit from building their confidence and skills in customer facing situations, my ‘Introduction to Customer Service Training’ is ideal. The course will help them to develop their skills, both as individuals and as a team, so they are equipped with the means to deliver outstanding customer service.