Customer Service Quote – Anonymous

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Everybody has a bad day…get over it! Whenever you feel as if you do not want to deal with customers or that you would rather be doing something else, consider the following customer service quote:

“Treat every customer as if they sign your paycheck because they do.” – Unknown

Who is 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.

Ask yourself if you and your co-workers all meet the criteria outlined in this description. If the answer is no, what knowledge or skills are needed in order to master the art of providing not just good, but excellent, customer service? Discuss any specific needs for training with your peers and supervisor so that you are better prepared to provide service in the future.

The following anonymous quote points out a key point related to customer service:

The Worst Industries for Customer Service

by Robert W. Lucas

The Worst Industries for Customer Service

Anyone in the service professionals will tell you that customer satisfaction can be a hit or miss proposition depending on many variables. Obviously, most customer service representatives and organizations strive to provide not just good customer service, but the best customer service possible. In an ideal world, they will meet and exceed customer needs, wants and expectations in order to retain customers and generate positive word-of-mouth publicity.

If you have wondered how your overall industry stacks up from a satisfaction standpoint, check out the linked article below. It outlines the results from a quarterly study customer satisfaction survey done by Zendesk, a company that supplies businesses with customer service software. The article points out the five industries with the worst customer satisfaction ratings for the second quarter of 2013.

http://finance.yahoo.com/news/worst-industries-customer-103023218.html

For information and strategies on how you and your organization can build enhanced customer service skills and create a more customer-centric environment, check out these books by Robert W. Lucas – 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

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

Customer Service Quote – Sam Walton

by Robert W. Lucas

Customer Service Quote – Sam Walton

“The goal as a company is to have customer service

that is not just the best, but legendary.”

– Sam Walton Founder of Walmart

Customer service is not just the job of customer service representatives and others on the “front line.” It is a crucial role that everyone from the CEO down must fulfill in order for an organization to be successful.

Certainly, the first people to come into contact with a customer are often those who answer the phones or respond to electronic messages as part of their job description. However, isn’t that something that everyone in the organization does every day? The challenge is that many people who are not hired specifically to fill a position designated as “customer service” forget that they also represent the organization each time that they come into contact with someone during the day. They often do not consider their peers or other employees as internal customers and fail to provide a level of quality attention that they deserve. This might happen when someone from within the organization asks for information, only to have to call several times to follow-up when it is not provided as promised.

The bottom line is that if every employee adopts a customer-centric approach to doing their job, their reputation and that of the organization will potentially soar. By creating a service culture where everyone takes responsibility for positive service delivery; everyone wins.

For ideas and strategies on how to develop a customer-focused attitude, get a copy of the book Customer Service Skills for Success.

Learn All About Robert C. ‘Bob’ Lucas Now and

Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘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.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Impact of the Economy on Customer Service Representatives

by Robert W. Lucas

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 more conferences focused on customer service and generally becoming attuned to the world around them. This enhanced perspective and environmental knowledge will provide tools necessary to provide the best customer service possible.

Not since the 1980s have economic indicators (e.g., stock trades, home sales, purchases, international transactions, and construction) been in such turmoil worldwide. Many people have lost jobs, personal savings are dwindling, people are losing their homes, and spending is down greatly around the world. As the economy took a downward spiral in the latter part of the first decade in the twenty-first century, consumer confidence shifted, many organizations struggled to provide quality service levels with reduced staff, and budgets and revenue from products and services slipped for most organizations as consumers held onto precious cash.

In addition to government policy and economic changes, new legislation impacting healthcare and taxes, job elimination in the government sector, and shifts in consumer spending have significantly impacted many organizations, forcing downsizings and in many cases closures. This is especially true in small businesses where a Gallop Poll of small business owners found that “30 percent of owners say they are not hiring because they are worried they may no longer be in business in 12 months.” Further, 66 percent of those interviewed said they were worried about the current state of the economy and its impact on business. Obviously, this has long-term implications for hiring in the service industry and for consumers who have been curtailing their buying habits since the start of the recession out of the same fears that business owners are experiencing.

According to an interview comment by Phil Rist, executive vice president of BIGinsight, a consumer-centric information portal, “Events that have transpired over the past four years have forever changed consumers, and this is evidenced in what they deem expendable and untouchable purchases. The financial meltdown, natural disasters, and the threat of terrorism have sent shock waves through consumers and impacted their priorities. The added layer of advancing technology has changed how they research and make purchases . . . the retail landscape will likely never be the same.”

Overall, consumers do business as never before. Large numbers of customers search and do their homework for products and services online and often use retail outlets as a showroom to physically examine things they are interested in potentially purchasing. The result is that sales in brick-and-mortar stores are down for many retailers and suppliers. Best Buy instituted a price-matching strategy in March 2013 to combat this shop-around practice. They decided to match prices for all product categories against all local retail competitors and major online operations such as Apple.com, Dell.com, hhgregg.com, homedepot.com, Lowes.com, and other highly recognized retailers.

Another important factor related to the changes in the economic environment that have occurred in recent years is that many companies have made dramatic shifts in the way they do business and attempt to attract and hold customers. They are reevaluating their pricing and presentation of products and services, as well as, their policies and procedures for providing service. People and technology are being harnessed in different ways to allow them to compete in a global society. The approach to customer service in many instances is no longer “business as usual.” Instead of viewing it as something that should be done well, most organizations now see it as something that must be done. Managers have realized that they can no longer maintain the status quo and do things like they always have if they plan to stay in business and generate profits.

Because of the financial meltdown that occurred during the high point of the recession, many organizations that have been household names for decades and had international presence have cut back severely on the size of their workforce and sold off, merged, or closed operations. They have also have taken dramatic steps to attract and keep customers. Companies like Chrysler, General Motors (GM), Citigroup, Goldman Sachs, and American Express received funds through the Emergency Economic Stabilization Act of 2008 from the U.S. federal government to remain financially solvent. In addition, companies struggled (and still do in many instances) to find a balance between profitability and providing quality service. For example, companies like Sears, J.C. Penney, Best Buy, Dell, Borders Books, Hollywood Studios, Blockbuster, and other notable companies have continually juggled their retail and service policies since 2010 in an effort to remain competitive and stay in business. Some succeeded while others did not. All of this turmoil and change has had an adverse impact on the economy, the service industry, and ultimately employees and potential employees.

For more information on how the customer service profession is changing and the skills, customer service representatives need to succeed in providing quality customer service, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

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

Customer Service Quote – The Value of Dissatisfied Customers

by Robert W. Lucas

Customer Service Quote – The Value of Dissatisfied Customers

Customers who are unhappy or dissatisfied can be a real challenge for many customer service representatives. They require additional time and effort to appease, they can create a public display, and they can also affect organizational and service provider satisfaction ratings by sharing their story with others.

On the other hand, you might want to view your dissatisfied customers as an opportunity to learn what is not working in the organization or with your approach to customer service. Often, we get so tied up in the day-to-day process and procedural “stuff” which we have to do, that we forget that our primary purpose for being there in the first place is to provide the best possible customer service to those with whom we come into contact.

By stepping back to examine why our customer was dissatisfied in the first place, we can potentially identify policies, product defects, service breakdowns and other potential problem areas that could cause more problems in the future. We can then brainstorm with our supervisor and peers to find potential solutions to these issues. This provides the opportunity to go from poor customer service to excellent customer service.

Bill Gates of Microsoft summed up this concept:

“Your most unhappy customers are your greatest source of learning.”

For strategies and techniques on how to deliver positive, effective service to your customers, get a copy of Customer Service Skills for Success.

Impact of the Eyes in Customer Service

by Robert W. Lucas

Impact of the Eyes in Customer Service

It has been said that the eyes are “the windows to the soul.” That is why some people and Westernized cultures place so much interest in making eye contact with others. This gives people a chance to potentially gauge meaning nonverbally from another person.

Consider the following related to eye contact with your customers and communicating nonverbally across cultures:

In most Western cultures, the typical period of time that is comfortable for holding eye contact is 5 to 10 seconds for many people; then an occasional glance away is normal and expected.

Looking away in some cultures can often send a message of disinterest, or dishonesty, or lack of confidence (e.g. the United States, Canada, and the United Kingdom.

If either the length or the frequency of eye contact differs from the “norm,” many people might think that you are being rude or offensive. They might also interpret your behavior as an attempt to exert power or as flirting.

Looking down before answering questions, glancing away continually as your customer talks, blinking excessively and other furtive eye movements can potentially create a negative impression. In any case, your customer might become uncomfortable and may react in an undesirable manner. For example, they might become upset or end the conversation if you use eye contact in what they perceive as an inappropriate manner.

As with all other aspects of workplace interaction in a multicultural environment, do not forget that cultural values and practices often influence the way in which people communicate and interpret message signals.

For more information about how to effectively interact with and deliver service across cultures, and to people who are not like you, get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Two Elements of Effective Customer Communication

by Robert W. Lucas

Two Elements of Effective Customer Communication

Two key elements in making your interactions with customers successful are to recognize how you tend to communicate and understanding how the communication process works. It is up to each customer service representative, and other employees in any organization, to take responsibility for developing his or her communication skills and knowledge.

Start by assessing your current interpersonal communication skills level and then seek information and assistance to improve in deficit areas. The easiest way to find out how you communicate is to ask those who know you best. Unfortunately, many people are leery about requesting feedback because of what they might hear. Conversely, most people have difficulty giving useful feedback because they either never learned how to do it or are uncomfortable doing it. In any event, try it. Ask a variety of people for their feedback because each person will likely have a different perspective.

For strategies and techniques for improving interpersonal communication skills with customers get a copy of Customer Service Skills for Success. For ideas on communicating more effectively with customers from diverse backgrounds, try Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert C. Lucas

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

Impact of Time on Customer Service

by Robert W. Lucas

Impact of Time on Customer Service

The concept and value of time differ between individuals. Your personal perception of time may differ from that of others. For example, if you are looking forward to a vacation or other special event time often seems to drag on. If you are in a hurry or are late for an event, it often seems to fly by putting even more pressure or stress on you. Others may not have the same reaction to events.

Some individuals grew up in a household or cultural environment where one or both of their parents or other caregivers had a lackadaisical attitude toward time and were often late. If this was the case in your home environment, the chances are that you may not be as punctual as someone who learned early on that being on time for meeting commitments was an important personal value. Depending on the situation and other people involved, this may or may not be an issue.

In some cultures being late by as much as an hour is acceptable. The higher a person’s status, the longer you might have to wait for them. In the United States and other monochronic societies, five to ten minutes is an acceptable wait time if someone is late, unless they are high ranking in an organization, government or military. The logic in such cases is that because of the demands on their time and the level of decisions in which they are typically involved, senior-level people are more likely to be detained or called into unscheduled meetings or telephone calls which might cause tardiness. Keep this in mind when you are providing service to different customers. Sometimes, patience is rewarded with a big order or contract.

As a customer service representative or someone who deals with internal customers, it is good to remind yourself that everyone is not like you. That does not mean they are wrong or bad; just different. Personal and cultural values differ. To succeed in business and to be able to deliver the best customer service possible, you should strive to educate yourself on diversity and the values and beliefs of people from around the world. This broadened global perspective will serve you well when interacting with customers and others in your life.

Extracted from: Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Provide the Best Customer Service Possible

by Robert W. Lucas

Provide the Best Customer Service Possible

Providing the best customer service possible means that you do everything in your power to ensure that your customer’s needs, wants and expectations are met. Obviously, there are going to be times when challenges arise in service delivery, but that should not stop you from looking for practical and equitable solutions for both your customer and your organization.

A key part of any transaction is going to be that you always keep your word with customers. They have many choices in selecting a service or product provider. If they feel you cannot be depended upon to take action, they simply leave, often without complaint or comment.

When you tell customers you will do something, do it. Do not promise what you cannot deliver; many people take your word as your bond, especially those from cultures where a handshake still seals a deal (e.g. Middle Eastern countries, Hispanic and Asian cultures). Your goal should be to provide customers with competitively priced, reliable products or services that you deliver with little or no inconvenience or difficulty. Break the bond, and you risk destroying the relationship.

If feasible after delivering a product or providing service, contact your customer to make sure that he or she was satisfied and that your service met expectations. This follow-up can be an informal call, a more formal questionnaire, or a friendly e-mail or text message (assuming they authorized you to send such correspondence).

Always strive to underpromise and overdeliver. An example of this concept in action would be for you to suppose that a customer drops off film to be processed at your store on Tuesday. The store guarantees that the photos will be ready on Saturday. If possible, develop the film before Saturday, and call to tell the customer it is ready. When he or she comes to pick it up, give a coupon for a discount on the next roll of film. Such proactive efforts help secure customer loyalty and brand loyalty.

For additional ideas and information on dealing with customers from diverse backgrounds get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures. For ideas on how to better deliver customer service in a variety of situations, check out Customer Service Skills for Success.

About Robert C. Lucas

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

Provide Customer Peace of Mind in All Interactions

by Robert W. Lucas

Provide Customer Peace of Mind in All Interactions

Customers want to do business with customer service representatives and organizations that they trust and believe offer quality service and products at a competitive and fair price. In any interaction with your customers, take the time to interact on a “human” level by showing appreciation and treating them as if they are important and are valued because they are.

There are numerous things that you can do to assure your customers while you provide the best customer service possible. Here are some common strategies:

Be positive and assertive in your words and actions. Help customers realize that you understand their issues, needs, wants and expectations and that you will do your best to assist in meeting them.
Assure customers through your words and efforts that you are confident, have their best interests at heart, and are in control of the situation.
Let them know that their calls or messages, questions, and needs will be addressed professionally and in a timely manner.
Reassure them that what they purchase is the best quality, has a solid warranty, will be backed by the organization and will address their needs while providing many benefits.
Assure them that their requests and information will be processed rapidly and promises will be met.

All of these things can lead them to the belief that they made the right decision in selecting you and your organization and that you will take care of their needs. They can also lead to customer satisfaction and brand and customer loyalty.

About Robert C. Lucas

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