- First impressions in customer service are important as they set the tone for the entire interaction with the customers. If the first interaction with the customer is a bad experience, the customer may choose to try competitor product or service. If the first impression is good, the customer may choose to stay with the company. The customers usually take first few seconds to develop an impression about a company or a product, therefore first impression is critical for customer service.
- The different groups from which customers can come from include cultural groups, ethnic groups and minority groups.