Meeting your customer’s needs wants and expectations are the keys to creating brand and customer loyalty.
As Horst Schultz is quoted as saying:
“Unless you have 100% customer satisfaction, you must improve.” – Horst Schulze, President of The Ritz Carlton Hotels
One of the easiest and least expensive ways to start building brand and customer loyalty is to train yourself and others in the workplace to send customer-centric messages to everyone with whom you come into contact.
A quote from Mother Teresa sums up this concept.
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
Customer service success is determined by how well customer service representatives and other organizational employees prepare before their customers arrive. If they follow industry standards in the way they greet, listen and provide service to the people they encounter, they will likely be better received. By delivering excellent customer service and treating every customer as special (because they are), you both win. This can lead to a positive encounter for both customers and employees and often contributes to brand and customer loyalty.
A quote by Kevin Stirtz sums up this concept:
“Know what your customers want most and what your company does best. Focus on where those two meet.”
Other Famous Quotes by Kevin Stirtz…
For thoughts and ideas on how to effectively create an environment that can help you achieve positive customer service delivery, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures 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
Customers come to you and your organization expecting that certain things will occur in regard to the products and services they desire. If you and other customer service representatives or employees fail to deliver them, your customers can easily desert to a brick and mortar or online competitor.
If you pay attention to your customers and strive for excellent customer service, you increase the chance that customer and brand loyalty will more likely result.
Typical customer expectations include one or more of the following things when they patronize an organization:
Expectations Related to People
Expectations Related to Products and Services
For proven strategies for meeting customer needs, wants and expectations and for creating a customer-centric organization, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures 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
Customer service representatives and others who interact with internal and external customers have an opportunity to be successful in satisfying customers if they adopt a customer-centric attitude. By being concerned for customer needs, wants and expectations and treating people as they want to be treated, service professionals stand out from their competition. This is because too many employees in organizations really do not care about their job or the people they serve.
For ideas and strategies on how to effectively identify and satisfy customer needs, wants and expectations, and create customer satisfaction and loyalty, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.
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.”
Quality customer service, customer service excellence, stellar customer service, excellent customer service, or whatever you call it in your organization, can lead to enhanced customer satisfaction levels. It can also help increase brand and customer loyalty and revenue as customers react to and tell others about their positive service experiences.
By focusing on your customers and addressing their needs, wants and expectations, you and others in your organization can help guarantee that customers will continue to come back again and again.
As Sam Walton, founder of Walmart is quoted as saying:
For information, ideas and strategies on how to deliver excellent customer service get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.
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.”
The face of higher education is continuing to evolve. Ethnicity, the numbers of attendees in terms of age and sex, expectations, the manner in which information is delivered and virtually every aspect of the way you do business and education has been touched in some way by events over which you sometimes have no control.
Things such as world events, the economy, changing technology, competition from new sources, and the values of learners shift rapidly. The potential student population is also expected to grow in coming years as Generation Yers (Millennials – 1980s to early 2000s) are aging, since this is the largest generation behind the Boomers (1946-1964).
The one aspect of the whole process over which you and your organization do have control — is the level and quality of service that you and your institution provide to your customers – your students.
To deal with this trend…
If you remember nothing else related to customer service, think about this. EVERYONE that you and your institution come into contact is either a customer or potential customer! If you can get your mind around that fact and treat students and their caregivers with the best quality of service possible; then, you have tremendous opportunity to compete effectively with all other institutions of higher learning and knowledge sources.
This action alone can lead to customer loyalty and positive word-of-mouth publicity for you as an educator and your institution.
For information, ideas and strategies on how to deliver excellent customer service get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.
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.
Customers are a funny lot… they pay you money that they worked hard for and in exchange only expect to receive what they need, want, expect and are promised by you and your organization. They truly do not expect that, when they contact you or someone else in your organization, they will encounter problems with the product and services received.
To help ensure that you meet their expectations, put yourself in their position and deliver the best possible customer service. Ensure that you have the knowledge, skills, and attitude that will provide you the tools necessary to effectively interact and communicate with them to determine what you need to do to satisfy them and help build customer and brand loyalty.
Jeff Bezos, founder of Amazon.com summed this sentiment up in a quote:
“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” Jeff Bezos
For ideas and strategies for delivering exceptional customer service to all potential and current customers get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures, and How to Be A Great Call Center Representative.
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.
Customer needs wants and expectations drive their behavior. The challenge for customer service representatives and other employees in any organization is to properly identify what it takes to promote customer and brand loyalty. The easiest way to accomplish this is to ensure that effective customer service and interpersonal communication training is conducted regularly. Also, employees are empowered to handle complaints and other customer issues as they occur, without delays or having to wait for supervisory approval.
“In business, you get what you want by giving other people what they want.” Alice MacDougall
A quote by Alice MacDougall sums up the idea of customer satisfaction.
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
Loyal customers are the most valuable asset of an organization that an organization can have. By identifying and meeting their needs, wants and expectations, customer service representatives and other employees can help ensure that they not only demonstrate customer and brand loyalty but also tell others about their positive service experiences.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong.” Donald Porter
As Donald Porter, a V.P. at British Airways once said:
For strategies and techniques on how to build effective customer and brand loyalty in your organization, get a copy of Customer Service Skills for Success by 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.
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
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