Search Results for: service breakdowns

Interpersonal Communication – Your Key to Customer Service Success

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Interpersonal Communication – Your Key to Customer Service Success To be successful in your interactions with customers whose values, beliefs and experiences differ from your own, you will need to broaden your scope of knowledge related to interpersonal; communication, especially nonverbal signals (cues). Because nonverbal communication styles and interpretations often differ from person-to-person and from one culture to another, … Read more

What is a Service Breakdown ?

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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

U.S. House passes federal ‘customer service’ bill

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U.S. House passes federal ‘customer service’ bill The House approved legislation that aims to improve “customer service” across federal agencies.  The House passed the bill, the Government Customer Service Improvement Act (H.R. 1660), by unanimous consent on July 31. According to the bill’s sponsors, the legislation will build on existing performance management frameworks to track service … Read more

Customer Service Quote – The Value of Dissatisfied Customers

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Customer Service Quote – The Value of Dissatisfied Customers Customers who are unhappy or dissatisfied can be a real challenge for many customer service representatives. They require additional time and effort to appease, they can create a public display, and they can also affect organizational and service provider satisfaction ratings by sharing their story with … Read more

Four Tips for Delivering Customer Service in a Diverse World

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Four Tips for Delivering Customer Service in a Diverse World The world is much smaller than it was several decades ago. More expendable income, ease of travel and technology have closed the distance and communication gaps that were formerly in place. As a result, you are likely to encounter customers from various cultures and backgrounds … Read more

Common Sense Customer Service Is Not So Common Anymore

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Common Sense Customer Service Is Not So Common Anymore You may have experienced what my family and I did, related to one of those “dah” moments when we visited the Applebee’s restaurant in Maitland, Florida this weekend. We were celebrating my mother’s 96th birthday and she wanted to go there for their ribs. We ordered … Read more

Handling Angry Customers

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Handling Angry Customers There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general and many other challenges facing society. The reality is that, as a … Read more

Three Proven Strategies that Build Customer Loyalty

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Three Proven Strategies that Build Customer Loyalty Most organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. Many of these companies spend large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems. While each of … Read more

Brand and Customer Loyalty Is Earned Not Given Freely

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Brand and Customer Loyalty Is Earned Not Given Freely Consumer behavior and spending habits, customer needs, wants and expectations and customer satisfaction levels change constantly. There can be wide differences in the way that customers perceive an item or event when seeking services and products depending on diversity factors, such as, age, gender, race, ethnic … Read more

Target Unauthorized Access to Credit Card Data Will Impact Customer Trust

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Target Unauthorized Access to Credit Card Data Will Impact Customer Trust While no one died (as when someone tampered with Tylenol tablets in the 80s) and the environment was not destroyed (as with the Exxon Valez in the 80s or BP oil spill in 2010), millions of loyal customers and potential Target customers have been … Read more

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