An Interview with Psychologist Dr. Nate Fuks
In a recent episode of Beyond the Call, i24 hosts Nancy Breitman and Gary Blair sat down with psychologist Dr. Nate Fuks and Operations Manager Mia Michaud to discuss the psychology behind first impressions and the impact they have on business relationships.
Dr. Fuks, who holds a PhD in Counselling Psychology from McGill University and works with clients through Empirical Wisdom Psychology and Consulting, shared insights into how quickly people form judgments and what businesses can do to create positive customer experiences.
Q&A with Dr. Nate Fuks
Q: Why are first impressions so important?
Dr. Nate Fuks:
First impressions establish emotional safety. And this has become part of our mainstream culture.
People expect to be treated with respect, to be reassured, and to feel understood. While speed and efficiency matter, empathy matters too. Tone matters.
People want to feel heard. They want to know their emotions and experiences are being considered, not just as part of the interaction, but as part of the overall experience.
It helps people feel that the agent is authentic and genuinely means what they’re saying.
In psychology, we also talk about co-regulation. The variations in our voice, tone, and rhythm make communication more melodic and natural. These types of interactions make clients feel more heard, understood, and safe.
Business takeaway: A customer’s first experience with your company can shape their expectations for everything that follows.
Q: How quickly do people form first impressions?
Dr. Nate Fuks:
In the first split second, our brains do two things at once.
First, we decode the content: what was said and what was communicated to us.
Second, we sample the tone. In psychology, we call this prosody. It’s the melody, pace, and pitch of the voice.
This becomes the first signal for understanding: Is this person safe? Are they competent? Are they here to help us?
Science confirms that we make these snap judgments incredibly quickly. Sometimes one word, such as “hello,” is enough for us to arrive at some kind of conclusion. Usually, it’s our nervous system responding. It’s often less about our cognitive reaction to the content and more about our reaction to the prosody.
Business takeaway: When the phone rings, the person who answers has a lot more responsibilities than just saying hello. Are you confident in the first impression you’re creating?
Q: Here at i24 we say empathy is a big part of excellent customer service. Can empathy be taught?
Dr. Nate Fuks:
Absolutely. Some people are naturally better at it, but it can definitely be trained. These are highly coachable behaviors.
Pace, pitch, vocal range, and sentence structure all influence how we’re perceived. Research consistently shows that these are qualities customers value.
Through practice, role-playing, immediate feedback, and repeated application, these skills can be developed and embedded into an organization’s culture and training.
Business takeaway: Are your customer service representatives well trained in empathy?
Q: How can we make phone interactions more effective in supporting our clients’ business goals?
Dr. Nate Fuks:
In terms of simple and effective techniques, micro-pauses and smiles can be very helpful.
Take one calm breath before speaking. This communicates composure to the caller.
Smiling may sound like cliché advice, but it works. Even over the phone, callers can perceive a smile. The smile helps put people at ease and makes the exchange feel more natural.
There is also what we call micro-skills in counseling psychology.
One example is the use of minimal encouragers: “Uh-huh”,”Mm-hmm”,”Okay.” These small responses help people feel understood and show that you’re listening.
They communicate:
“I’m with you.”
“I hear you.”
“And I understanding you.”
Another important skill is summarization. For example: “So if I understand correctly, you’ve been dealing with X, and now your challenge is Y. Is that correct?”
This lets the caller know they are truly listening.
Validation is also important. Statements such as: “I hear you”, “That must have been stressful.” These communicate empathy and understanding. They acknowledge the person’s experience and show that you recognize their difficulties.
Business takeaway: An effective phone interaction doesn’t happen randomly. It’s designed.
Q: What about making a lasting good impression?
Dr. Nate Fuks:
There are several techniques we can use to create a strong final impression.
For example, there is reformulation and paraphrasing.
The first focuses on content: “It sounds like we’ve addressed your issue with X. Is there anything else I can help you with?”
The second focuses on feelings: “I hope this helps put your mind at ease.” That’s a reflection of the emotional experience.
Another useful technique is summarization and future planning.
For example: “If you ever need to reach us again, here’s how you can do that.” This reassures callers that support remains available.
It sends the message:
“We’re here for you.”
“We understood your issue.”
“We’ll be here if you need assistance in the future.”
Business takeaway: Every interaction is an opportunity to create an exceptional customer experience.
Q: What can businesses look for when hiring for great first impressions?
Dr. Nate Fuks:
One thing I always mention is curiosity.
People who are curious about human nature tend to be curious about human interactions.
They often try to imagine what the person on the other end of the line might be experiencing. This allows them to naturally adjust their pace and communication style to meet clients where they are. They may intuitively engage in what we call co-regulation, helping callers feel calmer and more reassured.
Their interactions communicate:
“Your concerns matter.”
“Your situation will be treated with care and respect.”
Those are valuable traits in customer-facing roles.
Business takeaway: Each person answering your phone must be carefully selected. How are you choosing who will be your voice when customers call?
Final Thoughts
The psychology of first impressions extends far beyond face-to-face interactions. In today’s business environment, every call, message, and customer inquiry becomes an opportunity to build trust or lose it.
For organizations that want to strengthen customer relationships, responsiveness is not just an operational concern. It’s a psychological advantage.
As Dr. Fuks emphasized during the discussion, customers begin forming opinions immediately. The businesses that recognize this and invest in consistent communication are often the ones that create stronger, longer-lasting relationships.
Based on “The Psychology of First Impressions” episode of Beyond the Call, featuring Dr. Nate Fuks, Nancy Breitman, Gary Blair, and Mia Michaud.
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