Time Management Skills in A Diverse Customer Service World Reliable time management skills in a diverse customer service world are crucial in order to take advantage of opportunities to effectively interact with customers from various cultures. For years, anthropologists and others have studied the use of time in various cultures to try to better understand … 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
Is Customer Service Week the Best Time to Show Customer Appreciation? Have you noticed how many articles and references are flying around stores and on the Internet regarding the importance of Customer Service Week? Service providers are wearing shirts and hats and articles abound on blogs and on various business sites stressing the importance of customer … 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 Relationship Management Initiatives Focus on Customer Loyalty and Retention At one point in history, business owners knew their customers personally. They knew their customers’ families, what their religious affiliation was, and what was happening in their lives. Customers dealt with the owners of a business and had personal relationships with them. That was then, and … Read more
Create a Positive Customer Service Culture by Making Customers Feel Valued Organizations are often chasing the illusive loyal customer. Various research studies have shown that it costs less to keep a good customer than it does to attract new ones through expensive marketing and incentive programs. Related to this, it seems logical to focus on converting new … 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
Three Negative Nonverbal Messages To Avoid When Serving Customers Some customer service representatives develop unproductive nonverbal behaviors without even realizing it. These may be nervous habits or mannerisms carried to excess (scratching, pulling an ear, or playing with hair). In a customer service environment, you should try to minimize such actions because they might send … Read more
Two Strategies for Reducing Stress in a Customer Service Environment In a struggling economy, customer service managers around the world realize the value of providing service on demand and maintaining customer-centric environments. With the competition for customers, many organizations are making ongoing advances in system efficiency to address customer needs. Tasks that used to take … Read more
Encouraging Customer Loyalty Can Result in Increased Customer Retention If you are a customer service representative, one of your key roles is to help create a customer-centric environment designed to identify and meet customer expectations. To accomplish this, you must ensure that you continue to enhance your knowledge of the organization’s products and services. You must also continually hone your customer service skills … Read more
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