4 Customer Service Skills That Can Help Enhance Customer Satisfaction Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: Face-to-face. Over the telephone. Via … Read more
Perceptions of Time Can Impact Customer Relationships Perceptions of time can impact customer relationships. An understanding of the concept and value of time differences between individuals is crucial for any employee since they are likely to interact with people from other cultures periodically. By recognizing that customers from diverse backgrounds may not view punctuality or … Read more
More Typical Customer Contact Center Representative Competencies In a previous blog article, I discussed crucial competencies call center and customer care center applicants and employees must possess to be successful when interacting with customers. In this article, I share more typical customer contact center representative competencies. I do this because I believe that it is essential … Read more
Providing Effective Customer Service in a Diverse World As the world grows smaller economically and otherwise (e.g. world trade, international travel, outsourcing and offshoring of jobs, worldwide Internet access, international partnerships between organizations and technologically transmitted information exchange), the likelihood that you will have contact on the job with people from other cultures, or who … Read more
Effective Listening and Interpersonal Communication Skills for Customer Service Representatives Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. After all, don’t they do … Read more
Customer Service Representative – Active Listening Tips Before you can effectively listen to your customers or clients as a customer service representative you must first prepare to listen. That is because active listening is a learned skill and is different from the passive action of simply hearing sounds. Not only do you need to take … Read more
The Cost of Poor Customer Service A recent experience with Century Link recently validated what I regularly tell customer service workshop participants and readers of my customer service books. I thought I’d share it with you along with customer service success tips that can improve customer service in any organization. To reduce expenses, I decided to … Read more
Causes of Customer Service Breakdowns – Being Preoccupied There are numerous reasons why customer service breakdowns occur. These run the spectrum from lack of sound customer service skills to bad customer service representative attitude. In today’s hectic workplace where customer service representatives are constantly multitasking, it is sometimes easy to forget that your customers are … Read more
Building Customer Relationships – Four Crucial Factors That Impact Service Outcomes Customer relationships are impacted by many factors that begin once a customer and customer service representative or other employee comes into contact with a current or potential customer. These people are either internal customers who work for the organization or external customers from outside … Read more
How To Communicate Effectively With Customers – The Value of Effective Articulation You cannot control how well your customers communicate with you during a given interaction, but you can effectively control the way you speak during customer communications. Speaking clearly and concisely is crucial during customer interactions. Articulation, enunciation, or pronunciation of words refers to the … Read more
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