Customer Service Excellence Quote – Tony Alessandra

“Good customer service is hard to find today.” How many times have you heard that statement? As a service provider (and we all are in any organization of more than one person since we all have internal customers), your goal should be to prepare to deliver excellent customer service to everyone with whom you have contact throughout the day. Anything less is inviting a breakdown in the customer-service provider relationship and is going to ultimately cost you and your organization. By gaining the knowledge and skills needed to interact with a diverse global customer base, you can potentially set up a win-win situation for yourself and your customers.

As an author and motivational speaker, Tony Alessandra puts it:

“Being on par in terms of price and quality

only gets you into the game.

Service wins the game.”

Tony Alessandra

For ideas and strategies on how to create a customer-centric organization and deliver excellent customer service, get a copy of Customer Service Skills for Success.

Learn All About Robert W. ‘Bob’ Lucas Now and Understand Why He is an Authority in the Customer Service Skills Industry

Robert W. ‘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.

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.”

Strengthening Communication with Customers – Tip#4

by Robert W. Lucas

Strengthening Communication with Customers – Tip#4

Be Personable

Customers who feel that they have an active role in and control of a service-provider interaction often feel more important and valued. Improved interpersonal communication can lead to higher levels of customer satisfaction and retention and reduced stress for you and your co-workers.

Take advantage of the following strategy to build stronger relationships with your internal and external customers by being personable.

Service providers who tend to be “all business” or robotic in their service delivery often fail to get high marks from customers. Even if you are knowledgeable, are efficient, and follow all the rules in delivering service, you could end up with a customer who is dissatisfied if you do not demonstrate some degree of humanness. This means connecting on a personal level and showing compassion and concern for your customers and their emotional needs. For example, if someone tells you during an interaction that he or she is celebrating a special event, take the time to ask, explore the topic briefly, or relate a personal example. If it is the customer’s child’s birthday, you might wish the child an enthusiastic “Happy Birthday” and ask the child how old he or she is or what the child hopes to get for his or her birthday. Depending on the type of business you are in, you might even offer a small present (e.g., a free dessert, a piece of candy, a toy, a coupon for a discount on his or her next visit, or whatever might be appropriate). At the least, upon concluding the transaction, with the child well or congratulate him or her one more time.

For specific strategies on more effective communication with your customers, get a copy of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert W. 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.

Customer Service Skill – Listening to the Customer

by Robert W. Lucas

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 etiquette when dealing with customers over the telephone.

Some common characteristics possessed by most effective listeners include:

Empathy. Putting yourself in the customer’s place and trying to relate to the customer’s needs, wants, and concerns.
Understanding. The ability to listen as customers speak in order to ensure that you realize what they want, need and expect. This is essential in properly servicing the customer.
Patience. Taking the time to pause and listen attentively as your customer speaks. Keep in mind that it is your job to serve the customer and that not everyone communicates in the same manner. Thus, you must put forth the effort to allow your customer to share their ideas, issues or questions without interrupting in order to determine their needs.
Attentiveness. By focusing your attention on the customer, you can better interpret his or her message and satisfy his or her needs. Attentiveness is often displayed through nonverbal cues (e,g, nodding or cocking of the head to one side or the other, smiling, or using paralanguage).
Objectivity. In dealings with customers, try to avoid subjective opinions or judgments. If you have a preconceived idea about customers, their concerns or questions, the environment, or anything related to the customers, you could mishandle the situation.

The characteristics of effective and ineffective listeners are summarized below.

Characteristics of Effective and Ineffective Listeners

Many factors can indicate an effective or ineffective listener. Over the years, researchers have assigned the following characteristics to effective and ineffective listeners. As a customer service professional, strive to master the skills in the left column and work to eliminate those in the right column in order to better serve your customers.
Effective Listeners	Ineffective Listeners
Focused	Inattentive
Responsive	Uncaring
Alert	Distracted
Understanding	Unconcerned
Caring	Insensitive
Empathetic	Smug/conceited
Unemotional	Emotionally involved
Interested	Self-centered
Patient	Judgmental
Cautious	Disorganized
Open	Defensive

For additional ideas on listening to the customer and providing excellent customer service, get a copy of Customer Service Skills for Success.

Five Tips for Improving Communication with Your Customers

by Robert W. Lucas

Five Tips for Improving Communication with Your Customers

You should continually look for ways to enhance your communication skills in order to build strong interpersonal relationships with your customers and deliver the best customer service possible. Customer service representatives who spend time on self-improvement are more likely to be successful than those who do not.

Here are five simple techniques that you might use to increase communication success and potentially enhance customer satisfaction.

Increase your vocabulary. Occasionally spend some time scrolling through a dictionary and the many books on the market related to essential words that you should know in order to be successful. Continue to add to your vocabulary and knowledge throughout your life in order to become a better communicator and service provider.
Deliver personal service. Technology has increased the options and speed at which you can communicate with your customers. Even so, there is still a need to stay personally connected with them. There is no substitution for face-to-face or telephone contact with your customers. This format allows you to “read” their tone of voice and body language, which you cannot do via other technology.
Stay connected. Chances are that you really cannot over-communicate with your customers, especially when problems exist. It is important that you stay in touch with customers periodically to stay in the forefront of their memory and to demonstrate that you value them. The key is to read their reactions to your efforts, and in those instances when someone might want less contact; act accordingly.
Focus on the customer. When the telephone rings, mentally “shift gears” before answering. Stop doing other tasks, clear your head of other thoughts, focus on the telephone, then cheerfully and professionally answer the call.
Maintain good posture. Sit up straight when speaking, since doing so reduces constriction and opens up your throat (larynx) to reduce muffling and improve voice quality.

Communication is a learned skill and does not come naturally. If you want to excel as a representative of your organization and present a professional presence, you will have to work regularly to enhance your knowledge and skills about people and the way that they communicate most effectively.

About Robert W. Lucas

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

Non-verbal Communication Quote – Robert W. Lucas

by Robert W. Lucas

Non-verbal Communication Quote – Robert W. Lucas

Customer service representatives are often the first people with whom a current or potential customer comes into contact when reaching out to an organization. Their role is to quickly and professionally use their customer service skills to assist in resolving issues or concerns or providing products and services that they are seeking. Communicating effectively with customers is the only means of gathering information from them that will allow a customer service representative to address and satisfy their needs, wants and expectations.

While verbal communication is a powerful tool for gaining customer input, their nonverbal messages often overshadow what they say and send their true emotional meaning of feelings in a give situation. If you learn to read these cues, you will often be able to more accurately deliver the best customer service possible.

Your non-verbal communication cues—the way you listen, look, move, and react—tell the person you’re communicating with whether or not you care, if you’re being truthful, and how well you’re listening. When your non-verbal signals match up with the words you’re saying, they increase trust, clarity, and rapport.

Here are some quick ways to improve your non-verbal communication asap:

Avoid slouching 24/7
Steer clear of nervous laughter when the message is serious
Display some animation with your hands and facial expressions to project a dynamic presence.
Eliminate fidgeting during a meeting
Establish frequent eye contact but never use a piercing stare
Focus on the conversation.
Introduce yourself with a smile
Offer a firm handshake
Listen carefully
Never interrupt the other speaker in a conversation

For more ideas and strategies on how to effectively read and sent non-verbal messages, get copies of Customer Service Skills for Success: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

About Robert W. Lucas

Positive Impressions Help To Build Customer Relationships

by Robert W. Lucas

Positive Impressions Help To Build Customer Relationships

Customers often judge an organization and the people who work for it based on the first impressions made by front line employees with whom they come into contact face-to-face or via technology.

It is crucial that you and those who serve customers take time to prepare for customer encounters and to prepare yourself to send positive messages through your appearance, voice and nonverbal cues. This will help in building strong customer relationships that can lead to increased customer satisfaction and customer retention.

Here are 5 good positive body gestures:

Relax your shoulders to avoid looking tense
Be pleasant and friendly
Make good and strong eye contact when talking to people
Lean forward slightly to get engaged in a conversation
Share your body between both feet

To learn more about making positive impressions on current and potential customers, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert W. Lucas

The Role of Facial Expressions in Customer Service

by Robert W. Lucas

The Role of Facial Expressions in Customer Service

A major component of delivering stellar customer service to your customers is to continually hone your customer service skills in the area of communication so that you are able to deliver the best customer service possible. For example, there are so many different messages that can be sent to your customers through various nonverbal communication cues, that learning their meaning and significance can take years. This is especially true when you factor in the fact that different people and cultures assign varying meanings to what they see.

By moving the muscles in your face, you can convey feelings and messages to others that let them know whether you are experiencing happiness, sadness, frustration anger or many other moods. As with other nonverbal cues, the interpretation of facial expressions can vary between cultures and individuals. Since the time of Charles Darwin, researchers have studied facial expressions and have identified that most common facial expressions are interpreted in similar ways by cultures around the world. It is the beliefs of individual cultures related to the appropriateness of expressing emotions like surprise, happiness, sadness, anger, fear, and disgust that change how people use and interpret such facial signals.

Because facial expressions are closely tied to human emotion, you should be careful about projecting subconscious biases that you might have toward any group because you might unintentionally send a negative message to a customer before you realize it. For example, if you disapprove of customers who have facial piercings and tattoos you might indicate your displeasure nonverbally when with a smirk or other facial gesture or you might unintentionally stare when a customer matching that description walks up to you.

To learn more customer service tips related to non-verbal communication and how to effectively use it as a tool for delivering excellent customer service and gaining better customer satisfaction, get copies of Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

About Robert W. Lucas

Strengthening Communication with Customers – Tip#3

by Robert W. Lucas

Strengthening Communication with Customers – Tip#3

Demonstrate Openness

Take advantage of the following strategy to build stronger relationships with your internal and external customers by demonstrating openness.

Customers often want to see that service providers understand them on a personal level. The worst thing you can do as a service provider is to hide behind a policy or deflect responsibility when dealing with a customer issue or question. Think of how you likely react when a service provider says something like, “I can’t do that because our policy says . . . .” You probably feel the hairs rise on the back of your neck and become agitated. Your customers are no different. When interacting with them, take the time to put yourself in their place before saying something or taking an action that might create an adversarial situation.

About Robert W. Lucas

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

Quote On Communicating Through Body Language – Harvey Wolter

by Robert W. Lucas

Quote On Communicating Through Body Language – Harvey Wolter

Learning to read body language (nonverbal communication) is a crucial customer service skill since the majority of the sender’s meaning in a conversation comes from the non-verbal cues that they send along with their verbal communication.

Famous Harvey Wolter Quotes

“You can tell a lot by someone’s body language.”
“It really gets your blood going in the morning.”
“I never take anything personally. If they don’t respond, I figure it’s because of what’s going on in their own life; they’re preoccupied. I just try to help them with what I can.”
“You get to know them, and all about their family, their aches and pains. Sometimes you laugh with them, sometimes you cry with them.”

For additional thought and strategies on using and reading nonverbal communication when dealing with customers, get copies of Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

About Robert W. Lucas

Customer Relations is Directly Tied to Keeping Your Word

by Robert W. Lucas

Customer Relations is Directly Tied to Keeping Your Word

Customer service training for employees must cover basic customer service skills (i.e. verbal and nonverbal communication, how to build and maintain customer relationships that can lead to customer and brand loyalty and overall customer satisfaction). It must also emphasize how to handle situations when something goes wrong and teach how to implement sound service recovery strategies. This last topic is crucial since some customer situations can quickly escalate when people perceive that they have been lied to or that a service provider failed to meet a commitment to them.

An example of the importance and severity of what might happen if employees fail to meet commitments to a customer was provided in an article in USA Today newspaper on February 28, 2014. Four people were shot in a tax preparation business when a customer became disgruntled when her tax return was not ready as promised. Read more at http://www.usatoday.com/story/news/nation/2014/03/01/detroit-shooting-tax-refund/5919971/.

For more ideas and strategies on building better customer relationships and implementing service recovery strategies when customers are dissatisfied, get a copy of Customer Service Skills for Success.

Customer Relations is Directly Tied to Keeping Your Word

About Robert W. Lucas