customer loyalty

What is a Service Breakdown ?

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What is a Service Breakdown?

Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations.

What is a Service Breakdown ?

In some cases the product or service delivered may function exactly as it was designed or promised, still, if the customer perceived that it should work another way, a breakdown can occur. Additionally, when a product or service fails to meet what the customer wants or needs or does not live up to advertised promises or standards, dissatisfaction and frustration can result.

In addition, customer expectations can affect how service is delivered and perceived. Today’s customers are more discerning and better educated, have access to more up-to-date and accurate information. They are often more demanding than in the past. Their expectations about your products and services and the way that you will provide them may create a situation where little you do or say can meet their perceptions. In such cases, remain professional, positive and offer alternatives or concessions, if appropriate, in order to maintain the relationship and provide what the customer needs or wants.

Failure to fulfill some or all of your customer expectations can lead to dissatisfaction and in some cases confrontation and/or loss of business. Keep in mind that they also have many more options offered by your competitors.

For ideas on how to avoid and recover from customer service breakdowns and salvage relationships when customer service does not go as planned, get a copy of Customer Service Skills for Success by Robert W. Lucas.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

The Role of Trust in Customer Service

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The Role of Trust in Customer Service

The Role of Trust in Customer Service

Trust is at the heart of any customer-provider relationship, especially when there is an exchange of money for products or services. For a customer to hand over his or her hard-earned cash to you and your organization typically takes a bit of persuasion through advertising or word-of-mouth endorsements from previous customers. All of this is developed by an ongoing investment of time, effort, and money from your organization and commitment and initiative from each service provider.

For trust to start and grow, your customers must believe several things about you and your organization:

1. You and the organization have the customer’s best interests in mind before, during, and after the transaction.

2. You and the organization are honest and forthcoming with customers and your goal is to deliver the best products and services possible in a timely manner and at a fair price.

3. You have quality products and services that are backed by a guarantee that should something go wrong, it will be quickly and earnestly taken care of.

For customers to continue doing business with you, they must trust you and your organization. The thing about trust is that it has to be earned, and that does not happen overnight. Only through continued positive efforts on the part of everyone in your organization can you demonstrate to customers that you are worthy of their trust and thereby positively affect customer retention. Through actions and deeds, you must deliver quality products, services, and information that satisfy the needs, wants and expectations of your customer(s) when, where and how you promise them. Every touch point with a customer is an opportunity for you and your organization to influence customer loyalty.

Even when you win the trust and achieve customer satisfaction, the customer relationship is very fragile. It is easy to destroy trust quickly; an inappropriate tone, a missed appointment, failure to follow through on a promise, a lie, and a misleading statement or information to a customer are just some of the ways you can sabotage this relationship.

For more ideas on how to build a more customer-centric organization in which trust becomes part of the customer-provider relationship and can lead to customer and brand loyalty, get a copy of Customer Service Skills for Success by Robert W. Lucas.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Motivational Customer Service Quote – Zig Zigler

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Motivational Customer Service Quote – Zig Zigler

Successful customer service in today’s globally-connected, technology-driven world is about customer service representatives and other employees in the organization having a positive customer-centric attitude. It is also about effectively identifying and satisfying the needs, wants and expectations that each customer brings to a service encounter.

Motivational Customer Service Quote - Zig Zigler

For strategies on how to identify needs, wants and expectations in various customer environments and situations, get a copy of Customer Service Skills for Success and How to Be A Great Call Center Representative.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

Three Tips to Enhance Customer Service

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Three Tips to Enhance Customer Service

Many things interfere with a customer service representative’s ability to effectively deliver customer service and help build customer and brand loyalty by increasing their satisfaction levels.Three Tips to Enhance Customer Service

Here are three tips for effectively dealing with potential problem areas that can interfere with your ability to provide the best customer service. These techniques can also assist in creating a more customer-centric environment that helps address your customers’ needs, wants and expectations.

Keep personal emotions under control. When your emotional state rises because of personal issues or an angry reaction to a person or situation at work, take a few minutes to get away, if possible. Ask a co-worker or your supervisor to cover for you while you go for a short break to clear your head. While away, do not dwell on the issues causing the reaction. Instead, read a book, take a walk and think of positive things, focus on other issues so that when you return, you will be ready to listen to your customers effectively and deliver quality service.

Address personal issues before coming into contact with customers. If you have personal issues that are distracting from your work performance and preventing you from effectively assisting your customers, seek help through your Human Resources department. Many organizations offer an Employee Assistance Plan (EAP) that provides support for financial, legal, health and many other personal issues. In most cases, services are outsourced to a third-party vendor and are not provided by your organization’s employees. The services are anonymous and no reports listing your name are available to your supervisors or other employees in the organization.

Work to improve your listening skills. To verify the accuracy of your perception about your own listening effectiveness, ask several people in your workplace who know you’re listening abilities well to rate you. Have them use the scale of Outstanding, Above Average, Average, Poor, and Ineffective. Once they rate you, have them provide hints on how to improve your effectiveness. These submissions or ratings could be done anonymously on a piece of paper in order to get more candid feedback. Once you get the information, objectively analyze it and then incorporate it into your listening improvement action plan, as necessary. You might checkbooks, articles, Internet sites dealing with the topic of listening and interpersonal communication, or enroll in seminars or college classes that cover effective listening.

For additional ideas and strategies for enhancing your customer service skills, increasing customer satisfaction, promoting customer retention and building brand and customer loyalty, get a copy of Customer Service Skills for Success, How to Be a Great Call Center Representative and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Customer Service Excellence Quote – Macy’s Department Store Motto

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Customer Service Excellence Quote – Macy’s Department Store Motto

Customer service excellence should be a primary goal for any organization. Attainment of this crucial element by any organization is key to success Without it, and satisfied customers who keep coming back and sharing their positive experiences with others, there is no reason to exist.

By going above standards of quality products and services, any organization can become a leader in its industry. It can also quickly develop and maintain customer and brand loyalty through the achievement of customer satisfaction.

The Macy’s Department Store motto succinctly sums up this premise:

Customer Service Excellence Quote - Macy's Department Store Motto

 

“Be everywhere, do everything, and never fail to astonish the customer.” Macy’s Department Store Motto

About Robert C. Lucas, Award-Winning Author just explained

why Macy’s lasted for more than 100 years as an industry leader.

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

CorvisaCloud Survey Finds That Most Customers Dread Having to Contact Customer Service

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CorvisaCloud Survey Finds That Most Customers Dread Having to Contact Customer Service

How bad is customer service these days? According to a study by CorvisaCloud, 15% of customers dread waiting on hold to talk to a customer service agent more than sitting in a dentist’s chair. As this study indicates, there is limited satisfaction for a lot of customers.

CorvisaCloud Survey Finds That Most Customers Dread Having to Contact Customer Service

Many things contribute to the perception that organizations are not doing enough to engage customers in a variety of ways or to identify and satisfy their needs, wants and expectations. These potential challenges to positive service might range from the service environment or practices to the organization’s deliverables.

A deliverable may be a tangible item manufactured or distributed by the company, such as a piece of furniture or service available to the customer, such as pest extermination. In either case, there are two potential areas of customer satisfaction or dissatisfaction – quality and quantity. If your customers receive what they perceive as a quality product or service to the level that they expected, and in the time frame promised or viewed as acceptable, they will likely be happy. On the other hand, if customers believe that they were sold an inferior product or given an inferior service or one that does not match their expectations, they will likely be dissatisfied and could take their business elsewhere. They may also provide negative word-of-mouth advertising for the organization.

The way to help ensure that you are not taking actions or failing to act in a manner that might potentially create dissatisfaction, spend some time examining your own service practices. Also, evaluate the policies and procedures used by others in the organization. If you find potential problem areas, make recommended changes to your supervisor so that in the future all employees can offer the best customer service possible.

For ideas and strategies on effectively providing service to your customers, get a copy of How to Be a Great Call Center Representative, Please Every Customer: Delivering Stellar Customer Service Across Cultures, and Customer Service Skills for Success.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

The Importance of Customer Service Representatives in Organizational Success

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The Importance of Customer Service Representatives in Organizational Success

The Importance of Customer Service Representatives

in Organizational Success

The business of customer service is all about people. Whether you are the CEO discussing strategic relationships with potential business partners, a salesperson sharing product or service information with a potential customer, a call center representative gathering information from a caller on the phone, or a receptionist greeting a visitor to the organization, they all have one thing in common . . . effective communication is crucial in aiding the exchange of information. Customer satisfaction and successful product and service fulfillment hinge on the abilities of customer service representatives and others in your organization, to transmit and receive messages freely and effectively with current and potential customers. The ultimate goal is to deliver the best customer service possible.

All customer experiences are a combination of people coming together for a common purpose; interacting face to face, via technology, or in writing; and merging individual beliefs, values, and expectations. Depending on the skill and finesse of the service provider, this can mean either a positive or negative outcome.

One variable over which you have little control as a service provider is the emotional state of your customers. When you first encounter someone, you have no idea if he or she is happy, sad, optimistic, angry, vindictive, or in some other frame of mind. That is why you must have an arsenal of interpersonal skills in your service toolbox upon which you can draw. A key element in this equation is the ability to effectively express yourself verbally and to ask appropriate questions, listen, and analyze customer needs, wants, and expectations. You must then take correct and decisive action in order to satisfy the customer.

As a customer service professional, you have the power to make or break the organization. You are the front line in delivering quality service to your customers. Your appearance, actions or inactions, and ability to communicate say volumes about the organization and its focus on customer satisfaction.  Additionally, in order to be successful, you need knowledge and skill in communicating verbally, nonverbally, across genders and cultures, and with a variety of personality types. For all these reasons, you should continually work to enhance your knowledge and skills, strive to project a professional image, and go out of your way to make a  customer’s visit or conversation with you a pleasant and successful one.

To learn more about the role that customer service representatives play in organizational success and how to create a customer-centric environment that results in brand and customer loyalty, get a copy of the book Customer Service Skills for Success.

About Robert C. Lucas, the expert who is explaining the Importance of Customer Service

Representatives in Organizational Success

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Positive Customer Service Experience at the Casselberry, Florida T-Mobile

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Positive Customer Service Experience at the Casselberry, Florida T-Mobile

Positive Customer Service Experience

at the Casselberry, Florida T-Mobile

When I ask learners or audience members in my training or presentation groups to relate a story of a recent customer service experience they had, I typically hear of a negative encounter that they remember. Unfortunately, that is the norm that many people who deal with service providers experience, especially when the event is related to technology. This is often the result of poor customer service skills, lack of adequate or effective customer service training, and overall ineffective customer relations management from the company or customer service representatives involved.

On my visit to the Casselberry, Florida T-Mobile store yesterday, I had a refreshingly positive experience. I had trouble with my Samsung phone that had been going on all day while I attended a local Florida Writers Association conference. The trouble turned out to be “operator error.”  Since I was at T-Mobile, I figured I might as well get answers to numerous questions that I’d be wanting to ask related to the phone functions and my service agreement. I’d put off dealing with these for some time.

Upon my arrival at the store, Retail Associate Luis Baca quickly greeted me in a friendly manner. I immediately recognized through his nonverbal communication and demeanor and for his overall interpersonal communication style that I had the “right guy.” My intuition proved to be correct in the next thirty minutes as he patiently addressed each issue that I had. During the process, I found out that previous information received at a different store about a corporate discount for military retirees was incorrect. Ultimately, Luis educated me on phone functioning, got me the military discount to which I was entitled, helped me switch to a different phone plan that I asked about and saved me over $60.00 a month on my mobile phone bill. As someone who has been providing customer service training for over two decades, and a customer service author and consultant, I give Luis an A+ for his knowledge, customer service skills, and the service that he provided.

Service like I received yesterday and my overall satisfaction with the company are the main reasons that I have stayed loyal to T-Mobile for almost six years and moved my wife over from AT&T last year. By continually addressing my needs, wants and expectations, the company saves me time and money, reduces my stress levels related to mobile service and continues to reinforce my satisfaction with them.

About Robert C. Lucas – Your Customer Service Expert.

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

The Role of Mission and Vision Statements in Customer Service

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The Role of Mission and Vision Statements in Customer Service

Most successful organizations have written mission and vision statements that answer the questions of “What do the organization do?” and “Why does the organization exist?” Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure (e.g. HR policies and procedures) and the service culture of an organization. Both mission and vision statements succinctly define the service culture and how the organization will act related to satisfying customer needs, wants and expectations.

The Role of Mission and Vision Statements in Customer Service

Leadership, real and perceived, is crucial to service success. In successful organizations, members of upper management make themselves clearly visible to frontline employees and are in tune with customer needs and expectations. They also “walk the talk” and continually drive and communicate the mission and vision of the organization through their words, actions, and decisions. Ultimately, these measures set the tone for a more ethical, productive, and customer conscious organization.

If all employees are aware of what their organization stands for, how it accomplishes its mission, and where it is headed in the future, they can play a crucial role in creating a service culture that strives to identify and meet customer needs, wants, and expectations.

Part of ensuring that everyone in the organization is working toward the same goals is to ensure that all policies, infrastructure, and actions support the mission and vision statements. For example, performance appraisals should have language that addresses how supervisors, managers, and employees are doing at addressing established goals and objectives and actions taken to uphold ethical standards. Additionally, all individual and department goals should be tied to the organizational mission and goals.

Although it is wonderful when organizations go to the trouble of developing and hanging a nicely framed formal mission or vision statement on the wall, if they are not a functional way of life for employees, they serve little purpose.

For additional ideas and strategies on ways to enhance customer service in your organization, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Elements of a Service Culture

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Elements of a Service Culture

A positive service culture is crucial for organizations that want to remain competitive and build brand and customer loyalty.

Many elements define a successful service organization. Some of the more common are:

Service philosophy or mission: The direction or vision of an organization that supports day-to-day interactions with the customer.

Employee roles and expectations: The specific communications or measures that indicate what is expected of employees in customer interactions and that define how employee service performance will be evaluated.

Delivery systems: The way an organization delivers its products and services.

Policies and procedures: The guidelines that establish how various situations or transactions will be handled.

Products and services: The materials, products, and services that are state of the art, are competitively priced, and meet the needs of customers.

Management support: The availability of management to answer questions and assist frontline employees in customer interactions when necessary. Also, the level of management involvement and enthusiasm in coaching and mentoring professional development of employees is crucial in creating a positive service culture.Elements of a Service Culture

Motivators and rewards: Monetary rewards, material items, or feedback that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency.

Training: Instruction or information provided through a variety of techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery.

Source: Customer Service Skills for Success by Robert W. Lucas

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

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