Interpersonal Communication Self-Assessment for Customer Service Representatives In many instances, customer service representatives do not know how they are coming across to their internal and external customers during interactions with them. Often this is because they fail to consciously monitor their verbal and nonverbal communication behaviors. In other cases, they do not ask for feedback on their … Read more
Delivering Customer Service to a Diverse Customer Base Personal awareness on the part of customer service representatives is the first step in delivering customer service to a diverse customer base. The word diversity encompasses a broad range of differences. Many people only associate the term diversity with cultural diversity, which has to do with the … Read more
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
Strategies for Providing Professional Customer Service Many customers typically like the comfort of know that they can depend on service providers to provide timely, accurate and professional service whether it is face-to-face, over the telephone or via other technology. As you work with customers, do so positively and assertively and take the following actions in … 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
The Role of Gestures in Positive Customer Service The use of nonverbal communication with your head, hands, arms, and shoulders to accentuate verbal messages can add color, excitement, and enthusiasm to your interactions with customers. Using physical movements naturally during a conversation may either help make a point or result in added credibility. Typically, movements or gestures … 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
Enhancing Non-verbal Communication With Customers As a customer service representative or another person in contact with your organization’s customers, you should continually be aware of the impact that your verbal and nonverbal messages have on others. Part of this awareness it to strive to enhance your nonverbal communication skills and better understand how silent messages … Read more
The Role of Eye Contact in Customer Service in a Diverse World It has been said that the eyes are “the windows to the soul.” Eye contact is very powerful. This is why criminal investigators are often taught to observe eye movement in order to help determine whether a suspect is being truthful or not. … Read more
Effective Listening Tips for Customer Service Representatives Active listening is a skill that has to be learned and developed over time. As a customer service representative, you must continually practice your listening skills in order to deliver good customer service. Many people believe they are doing so, when in fact, they are only hearing the words (which is a passive … Read more
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