Preparing to Serve a Diverse Customer Base Many organizations and employees have realized the importance of creating a fair and equal environment in which everyone feels respected and valued. This is especially important in a service environment where employees encounter customers who have different characteristics. Providing good customer service can be challenging on any given … Read more
Nonverbal Customer Communication Strategies As a customer service professional, it is impossible for you to “not” send nonverbal messages to your customers. They are evaluating you based on your posture, facial expressions, height, body type and condition, skin color, complexion, clothing, jewelry, and many other nonverbal cues. Your goal should be to eliminate communication barriers … Read more
Two Elements of Effective Customer Communication Two key elements in making your interactions with customers successful are to recognize how you tend to communicate and understanding how the communication process works. It is up to each customer service representative, and other employees in any organization, to take responsibility for developing his or her communication skills … Read more
The Role of Channel Partner Relationships on Customer Loyalty A key component of managing customer loyalty is for organizations to effectively establish and manage channel partner relationships. Such partners can help gain access to new business opportunities at lower costs, without having to merge or acquire more assets and employees. This means that retail and … Read more
The Cost of Dissatisfied Customers Numerous research studies have been conducted to try to determine the cost of a dissatisfied customer who defects. Too often, service providers look at the loss of a sale as a single event when a customer is dissatisfied. However, one dissatisfied customer can cost your organization a lot if they defect … Read more
Strategies for Improving Your Service Culture In the past, organizations were continually making changes to their product and service lines to try to attract and hold customers. Often this has been their primary approach to customer satisfaction. Many major organizations have become more customer-centric and stress long-term relationships with customers. They realize that it is … Read more
Provide Customer Peace of Mind in All Interactions Customers want to do business with customer service representatives and organizations that they trust and believe offer quality service and products at a competitive and fair price. In any interaction with your customers, take the time to interact on a “human” level by showing appreciation and treating … Read more
Three Customer Relationship Building Tips Building effective customer relationships are crucial to creating and maintaining customer loyalty. Every member of an organization should be continually looking for ways that they individually can enhance the bond between customers and service providers. These efforts can lead to enhanced customer and brand loyalty. The following are three simple tips … 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
Use Caution with Nonverbal Cues When Serving International Customers “I am so sorry! That’s not what I meant” is all the service provider could say after he inadvertently offended an international customer from Turkey by using what he believed to be a signal of reassurance (thumb and index finger forming an “O”). In fact, due to a … Read more
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