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
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
Service Recovery Strategies: Rebuilding customer relationships after breakdowns Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often poorly handled service recovery efforts result in … 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
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
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 … Read more
What is a Service Breakdown? Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations. In some cases the product or service delivered may function exactly as it was designed or promised, still, if the customer perceived that it should … Read more
Elements of a Service Culture A positive service culture is crucial for organizations that want to remain competitive and build brand and customer loyalty. Many elements define a successful service organization. Some of the more common are: Service philosophy or mission: The direction or vision of an organization that supports day-to-day interactions with the customer. … Read more
Listening Quote – Ralph Nichols Actively listening to your customers is one of the easiest ways to ensure that you not only get the correct message that they send, but also that you show respect and you care about them. As you listen to your customers, you also start to better understand them and recognize … Read more
Importance of a Positive Attitude in a Service Culture Ever thought about the word attitude? Some say that attitude is everything. If yours is positive, then you likely succeed and are happy. If it is negative, chances are you find yourself feeling depressed and constantly dealing with stressful situations or confrontations with others. Look at … Read more
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