Customer Attitudes Are Affecting Service Delivery Companies today are struggling with not just providing a good or excellent customer service. They now are searching for ways to provide the best customer service possible in order to stay competitive in a globally competitive marketplace. One of the biggest challenges for many organizations is that customer behavior … Read more
Impact of the Recession on Customer Loyalty Many business owners and managers will tell you that they are struggling to maintain market share and service levels to guarantee customer loyalty. This has been a trend for a number of years and particularly became difficult once the recent economic downturn kicked into full swing. To off-set the … Read more
Nonverbal Communication That Can Impact Customer Relationships There are many ways in which customer service representatives communicate with customers face-to-face and via technology. One of the most powerful techniques is through nonverbal cues or messages they send subconsciously. Often these unspoken messages are more powerful than those delivered through words. The following chart indicates some common … Read more
Recovering from Customer Service Breakdowns Customers are better educated and have access to a more competitive product and service information that at any time in history. The result is that when they contact a customer service representative, they have specific wants, needs, and expectations. When their preconceived ideas are not met, service breakdowns are likely … Read more
Three Tips for Developing Customer and Brand Loyalty Companies and customer service representatives are always looking for ways to develop a service culture that can increase customer and brand loyalty in today’s global competitive business environment. By exhibiting basic customer service skills and delivering excellent customer service with each customer-provider encounter, the chances that a customer … Read more
Strengthening Customer Communication Customers who feel that they have an active role 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 strategies to build stronger relationships … Read more
Creating a Service Culture Most workers do not realize that everyone in the organization, from the CEO down, is in the service business and is responsible for helping create and maintain the service culture. This means that whether you world with external customers (people who contact you and pay for your products and services) or … Read more
Avoiding Customer Service Breakdowns There are a number of things that you might do as a customer service representative that can irritate customers or cause them to form a negative opinion of your or your organization. Remember that your goal should be to project a professional presence, help create a positive service culture and provide the … Read more
Customer Service Strategies That Aid Customer Satisfaction and Retention It seems like many organizations are spending a lot of time, effort and money try to impress or “wow” customers, rather than focusing on solid strategies for simply giving them what they want and expect. Unfortunately, a lot of people I know tell me that they … Read more
Customer Service Skills for Success – Tips for Delivering Excellent Customer Service In one of my books, Customer Service: Skills for Success, I feature how-to strategies on topics for customer service representatives that can assist in moving from good customer service to excellent customer service delivery. By applying strategies found in the text, customer service professionals can enhance … Read more
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