Customer Relations Quote – John Russell

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Customer Relations Quote - John Russell

Customer Relations Quote – John Russell

Positive customer relations are priceless when it comes to creating customer satisfaction. Everyone in an organization should be focused on build sound customer relationships in order to create customer and brand loyalty, generate positive word-of-mouth publicity, meet customer needs, wants and expectations, and ultimately overcome competition in today’s global marketplace.

“I never cease to be amazed at the power of the coaching process to draw out the skills or talent that was previously hidden within an individual, and which invariably finds a way to solve a problem previously thought unsolvable.”
-John Russell

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” – John Russell, President at Harley Davidson

For ideas, strategies and techniques for building stronger customer relationships with your customers, get a copy of my books Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

 

Benefits of Customer Relationship Management

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Benefits of Customer Relationship Management

Benefits of Customer Relationship Management

When organizations attain a high degree of brand recognition and a reputation for providing quality products and services at a competitive price while going above and beyond their customers’ expectations, they are typically rewarded with customer loyalty and repeat and referral business.

According to a J.D. Powers and Associates North American Hotel Guest Satisfaction Index Study, “The highest-performing hotel brands differentiate themselves by meeting customer expectations consistently, whether it’s a guest’s first stay with the brand or they’re fiftieth. . . . By setting and maintaining high brand standards, hotels build a reputation for reliability, which breeds customer loyalty.”

Extracted from Customer Service Skills for Success by Robert W. Lucas, McGraw-Hill Higher Education, 2015.

About Robert C. Lucas – Award-Winning Author

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.

Customer Service Quote – Edward De Bono

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Customer Service Quote – Edward De Bono

Customer Service Quote – Edward De Bono

In the age of global customer service and Internet access and big box stores, many companies and organizations offer the same products as their competitors. The key to who wins in the race to gain new customers and customer retention is which business provides consistently excellent customer service and delivers customer satisfaction by meeting their customers’ needs, wants and expectations.

“A discussion should be a genuine attempt to explore a subject rather than a battle between competing egos.” ― Edward De Bono, How To Have A Beautiful Mind

“If you never change your mind, why have one?”― Edward de Bono

“Everyone has the right to doubt everything as often as he pleases and the duty to do it at least once. No way of looking at things is too sacred to be reconsidered. No way of doing things is beyond improvement.”― Edward De Bono, The Use of Lateral Thinking

“It is better to have enough ideas for some of them to be wrong than to be always right by having no ideas at all.”― Edward De Bono

“The image that concerns most people is the reflection they see in other people’s minds.”― Edward De Bono

“A good listener is very nearly as attractive as a good talker. You cannot have a beautiful mind if you do not know how to listen.”― Edward De Bono, How To Have A Beautiful Mind

“The system will always be defended by those countless people who have enough intellect to defend but not quite enough to innovate.”― Edward De Bono, I Am Right You Are Wrong

“A memory is what is left when something happens and does not completely unhappen.”― Edward De Bono

“We may have a perfectly adequate way of doing something, but that does not mean there cannot be a better way. So we set out to find an alternative way. This is the basis of any improvement that is not fault correction or problem-solving.”― Edward De Bono, Six Thinking Hats

“Unhappiness is best defined as the difference between our talents and our expectations.”― Edward De Bono

If you are looking for strategies and techniques that can help set your company apart from your completion, 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.

Employee Attitude Is a Key to Building Effective Customer Relationships

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Employee Attitude Is a Key to Building Effective Customer Relationships

Employee Attitude Is a Key to Building Effective Customer Relationships

Positive customer relations are something that every customer service representative and every other employee from the top down in any organization should make a priority. By putting more effort into establishing, nurturing and expanding customer relationships organizations can look increased sales and ultimately help solidify brand loyalty along with customer satisfaction and customer retention.

By using solid customer service skills and providing a great customer service experience for every current and potential customer who comes into contact with their organization; every customer service representative is doing his or her part in making sure that excellent customer service is the norm.

For ideas and strategies on how to create a positive customer service environment that can position your organization to be a leader in customer service, get copies of my books 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.

What is Great Customer Service?

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What is Great Customer Service?

What is Great Customer Service?

What is great customer service? This is a question often asked in my customer service workshops and by people trying to determine how to get the best value for their money when searching out businesses where they might spend it. Unfortunately, this is a very subjective question based on the person asking. Since each individual has differing needs, wants and expectations based on their experiences and perceptions; what is excellent customer service to one person might only be considered good customer service to another.

In my opinion, in order for organizations to provide great customer service consistently, they must provide ongoing customer service training to their staff. In addition, customer service representatives must demonstrate at least the following qualities to earn trust, business, and customer or brand loyalty.

  • Excellent customer service skills;
  • Positive verbal and non-verbal communication skills;
  • Positive employee attitude;
  • Appreciation for customers;
  • Friendliness and a true interest in people;
  • Honesty;
  • Trustworthiness;
  • Demonstrate Integrity;
  • Have sound business acumen;
  • Possess solid product and service knowledge.

If you are looking for ideas and strategies on creating a positive customer-centric service environment in which customers feel appreciated, get copies of my books Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

About Robert C. Lucas and why he can answer the question – what is great customer service?

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.

Sound Customer Relations Strategies at TBS Travel Keeps Cruisers Coming Back

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Sound Customer Relations Strategies at TBS Travel Keeps Cruisers Coming Back

Sound Customer Relations Strategies at

TBS Travel Keeps Cruisers Coming Back

I thought I’d take time to share a real jewel in the travel industry if you love to travel as much as my wife and I do. We are enthusiastic cruisers and world travelers. There are so many beautiful and unique things to see and be awed by that we leap at any opportunity to visit our own country and distant lands. Unfortunately, we have yet to win a lottery and neither have rich relatives who might someday leave use the wealth necessary to keep us in a lifestyle to which we’d love to get accustomed!

To compensate for the conundrum of inadequate funds to cruise at the drop of a hat, we did quite a bit of research to find qualified and competent travel agents. The group that we use whenever we cruise are the travel agents at TBS Travel (http://ourcruiseagent.com/). The husband and wife owners (Steve and Barbara Tanzer) of the agency possess credentials from several cruise companies and from international certifying agencies for cruise agents. In addition to being knowledgeable about the ins and outs of the complicated cruise industry, they also very customer-centric and have the customer service skills to deal with any type of customer situation that they encounter.

Some of the attributes that we looked for in cruise agents were friendliness, solid communication skills, honesty, integrity, business acumen, positive employee attitude, industry and world knowledge (they cruise regularly and have been on over 60 cruises themselves on various cruise line ships), and a sincere desire to do whatever it takes to help their clients. They possess these qualities and more. With their extensive personal travel experience, they have proven to be a tremendous asset in recommending the pros and cons of different lines, ships, itineraries and shore excursions, destinations, and associated travel needs, such as hotels, airlines, and trains.

By taking an interest in their customers and providing customer support before, during and after a cruise, Steve and Barbara have proven to be a benchmark for other agencies to copy by providing exceptional customer service. If you’d like to see some additional qualities that we used to identify a worthy organization with which we do business, get a copy of my Customer Service Skills for Success book.

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.

Effective Customer Relationship Management Can Improve Customer Satisfaction Levels

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Effective Customer Relationship Management Can Improve Customer Satisfaction Levels

 Effective Customer Relationship Management Can Improve Customer Satisfaction Levels

Study after study finds that the road to success for any organization is directly tied to effective customer relationship marketing and management. This is particularly true for small businesses. In their case, they have often an advantage over larger organizations which are more cumbersome and have more employees to train in relationship management and customer service skills.

If you are looking for resources that can aid you and your organization in fine-tuning your customer relationship management skills, check out these resources.

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.

Appropriate Service Recovery Strategies Can Lead To Customer Satisfaction and Retention

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Appropriate Service Recovery Strategies Can Lead To Customer Satisfaction and Retention

Appropriate Service Recovery Strategies

Can Lead To Customer Satisfaction and Retention

Delivering excellent customer service should be the goal of every customer service representative and organization. Unfortunately, when things do not go as planned and customer service breakdowns occur, customer needs wants and expectations are often not met. Obviously, this is when customer satisfaction and customer retention become an issue to be addressed immediately and in a positive manner.

The following is a personal experience that my wife and I encountered yesterday when we went to a movie theatre that we visit frequently.

We went to see a movie yesterday and within 30 minutes of the start of the film it was dragging – the sound and picture were not synced. On the positive side, an employee (not the manager) came in three times to update the packed theatre. On the downside though, he explained that they had been having trouble like this all day with this movie. To that comment, someone yelled, “Then why do you keep selling tickets to other groups?” A valid question to which the employee responded that “We thought it would stop.”

They finally canceled the show and gave rainchecks. The employee even went on to tell us the next showing was at 7:15…as if we would stick around to try again.

Of course, as a customer service author, trainer, and consultant, all of this did not sit with me since my wife and I had already consumed $14.00 in snacks and drove 20 minutes to get there. So, I went to see the manager. Unfortunately, he was busy in the projection booth trying to fix the computer, so I gave his supervisor my card and told who I was and what I do. I then explained that this incident and the way it had been handled was contrary to service recovery strategies offered by excellent organizations. I further pointed out that by giving us a rain check, they only gave us an opportunity to return and spend even more time and money for snacks (an obvious win for them). I suggested that true service recovery is designed to “make the customer whole” and compensate them for their inconvenience.

Since the supervisor had just arrived at work and was not sure what exactly happened, I explained the situation. He then asked for our original ticket stubs and in exchange gave us our money back. He also and let us keep the rainchecks. Finally, service recovery had occurred. Too bad it took me asking for it to get satisfaction. That was good for us, but all the other people in a packed theatre did not get this and some probably left dissatisfied.

I suggested that he give the manager my business card and tell him what I’d shared about service recovery. Hopefully, I will not have to test their system again and the staff will receive training on effective service recovery should they ever need it in the future.

If you are looking for ideas on effective service and how to provide service recovery when things go wrong with your customers, get a copy of my book, 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.

Deliver Excellent Customer Service By Building Customer Relationships

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Deliver Excellent Customer Service By Building Customer Relationships

Deliver Excellent Customer Service By Building Customer Relationships

Strong customer service skills are the basis for delivering excellent customer service. In these days where companies are struggling to gain and retain customer and brand loyalty, the defining factor between customer retention and customer desertion is how well service providers do their jobs.

To excel against the competition, everyone in an organization must take responsibility for serving their current and potential customers to the best of their abilities. This means that they must educate themselves on the companies products and services, continue to gain and update their customer service skills and commit to owning any situation in which they find themselves with a customer.

If you want to learn more about building customer relationships and specific customer service skills, get copies of my books 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.

Nonverbal Communication with Customers: Using Gestures to Build Strong Relationships

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Nonverbal Communication with Customers: Using Gestures to Build Strong Relationships

Nonverbal Communication with Customers:

Using Gestures to Build Strong Relationships

Using effective nonverbal communication with customers is a powerful way to send and receive messages that enhance your meaning and can lead to customer satisfaction. This is because many research studies have found that nonverbal cues often override verbal messages that you send. In these articles, I offer several nonverbal communication strategies that customer service representatives can use to build stronger customer relationships.

The use of gestures with your head, hands, arms, and shoulders to accentuate verbal messages adds color, excitement, and enthusiasm to your communication. Using physical movements naturally during a conversation with a customer may help make a point or result in added credibility if done in a positive manner.

Typically, such movements are designed to gain and hold attention (e.g. waving a hand to attract the attention of someone), clarify or describe further (e.g. holding up one finger to indicate the number 1), or emphasize a point (e.g. pounding a fist into the palm of your other hand to drive home a point or express passion about a point that you make verbally).

One important point to remember about nonverbal cues…they are not universal. Many cultures and people attribute different meanings to the same gestures. This can lead to misinterpretation and a breakdown in communication and the customer-provider relationship.

What creative ideas do you have about using effective nonverbal communication with customers?

Using positive nonverbal communication with customers to help deliver excellent service in an effort to meet customer needs, wants and expectations and achieve customer satisfaction is important. To learn more about the topic, search nonverbal communication on this blog. Also, check out Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures. Use your new knowledge to increase customer and brand loyalty and customer retention.

About Robert C. Lucas on Using Effective Non-Verbal Communication Skills

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.

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