The Impact of Consumer Behavioral Shifts on Customer Service In the past, many consumers took a “money is no object” approach to shopping because, if they did not have cash readily available, they had several pieces of plastic in their wallet that allowed them to spend (often beyond their means). This was possible because financial … Read more
Impact of Demographics on Consumer Spending The world is shrinking as millions of consumers from various cultures and demographic backgrounds come together. In an age of lightning-fast technology and the ability to get onto a plane in the morning and be in another country within twenty-four hours, the likelihood that a customer service representative will … Read more
Taking A Customer for Granted Can Lead To Customer Service Breakdowns Taking a customer for granted is something that a customer service representative should never do. That is because customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, you must consciously go … Read more
Customer Satisfaction Helps Build Brand and Customer Loyalty To be successful as a customer service representative, it is important that you recognize that consumer behavior has changed in the past decade or so, and that this impacts your customer’s needs, wants and expectations. There are several important things you can do to provide customer satisfaction and … Read more
Brand and Customer Loyalty Is Earned Not Given Freely Consumer behavior and spending habits, customer needs, wants and expectations and customer satisfaction levels change constantly. There can be wide differences in the way that customers perceive an item or event when seeking services and products depending on diversity factors, such as, age, gender, race, ethnic … Read more
Generating Positive Customer and Brand Loyalty Customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, customer service representatives must consciously go out of your way to identify and anticipate their needs, then address them in an expedient and professional manner. Just because … Read more
Impact of the Economy on Customer Service Representatives On an individual level, customer service representatives should be researching and upgrading their knowledge and skills related to dealing with people from around the world. This means, reading more articles and books on various cultures, customer service, and human behavior, attending training programs, taking educational courses, attending … Read more
Customer Attitudes Are Affecting Service Delivery Companies today are struggling with not just providing a good or excellent customer service. They now are searching for ways to provide the best customer service possible in order to stay competitive in a globally competitive marketplace. One of the biggest challenges for many organizations is that customer behavior … Read more
Impact of the Recession on Customer Loyalty Many business owners and managers will tell you that they are struggling to maintain market share and service levels to guarantee customer loyalty. This has been a trend for a number of years and particularly became difficult once the recent economic downturn kicked into full swing. To off-set the … Read more
Service Recovery Strategies: Rebuilding customer relationships after breakdowns Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often poorly handled service recovery efforts result in … Read more
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