Improving Customer Service With Active Listening Skills Delivering excellent customer service to your internal and external customers requires strong interpersonal communication skills, especially in the area of listening. Listening effectively is the primary means that many customer service representatives use during communication to determine the needs of their customers. Many times, these needs are not … Read more
Effective Listening and Interpersonal Communication Skills for Customer Service Representatives Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. After all, don’t they do … Read more
Customer Service Skill – Listening to the Customer Successful listening is essential for any customer service representative to achieve customer service excellence. Like any other customer service skill, active listening is a learned behavior that some people perform better than others. To provide the best customer service possible you must master this skill, especially as part of telephone … Read more
Active Listening – Your Key to Customer Service Success Customer service success should be a primary goal for everyone in an organization. Since there is no organization without satisfied customers, making sure that they are understood and served effectively should be a strategic initiative. That means taking service down to a basic level with each encounter when … Read more
4 Customer Service Skills That Can Help Enhance Customer Satisfaction Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: Face-to-face. Over the telephone. Via … Read more
Customer Service Representative – Active Listening Tips Before you can effectively listen to your customers or clients as a customer service representative you must first prepare to listen. That is because active listening is a learned skill and is different from the passive action of simply hearing sounds. Not only do you need to take … Read more
The Power of Non-Verbal Communication Skills in Customer Service Like other customer service skills, nonverbal communication is a strong component of interactions between a customer service representative and current or potential customers. For example, nodding of the head is often used (and overused) by many customer service professionals people to signal agreement or to indicate that … Read more
Customer Service Skills for Success 6th by Robert W. Lucas Now Available The top-selling customer service textbook in the United States, Customer Service Skills for Success by Robert W. Lucas, is now in print from McGraw-Hill. This 6th edition includes a four-color layout with more images to enhance the content and a completely changed graphic appearance. … Read more
Interpersonal Communication Skills Quote – Robert W. Lucas Excellent customer service skills are crucial if you want to deliver the best possible service to your internal and external customers. By practicing positive interpersonal skills such as verbal and nonverbal communication, eye contact, gesturing, body language, and listening skills, you can effectively send and receive messages … Read more
Improving Your Listening Ability Can Aid Customer Service Effective listening skills are crucial in building and maintaining relationships with other people, especially in a customer service environment. Unfortunately, it is a skill that many people do not learn or practice well. To improve your ability to effectively and accurately receive information and messages from others, … Read more
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