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
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
Taking A Customer for Granted Can Lead To Customer Service Breakdowns Taking a customer for granted is something that a customer service representative should never do. That is because customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, you must consciously go … 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
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
Customer Service Skills for Success 6th by Robert W. Lucas Now Available The top-selling customer service textbook in the United States, Customer Service Skills for Success by Robert W. Lucas, is now in print from McGraw-Hill. This 6th edition includes a four-color layout with more images to enhance the content and a completely changed graphic appearance. … Read more
Customer Relations Equal Sales, Customer Satisfaction and Customer Retention If you are not striving to build the best customer relationships possible with those you encounter in your organization, then you are failing as a service professional. Everyone from front-line customer service representatives to senior management has a responsibility to do what it takes to secure … Read more
Customer Perceptions Have An Impact On Customer Relations Most customer service representatives go to work with the determination to deliver excellent customer service and achieve customer satisfaction. They typically have the customer service skills and knowledge needed to address their customer’s needs, wants and expectations. Even so, some things occasionally go wrong during the customer service transaction. … Read more
6 Customer Service Representative Attributes That Lead to Better Customer Relations Customer relationships are formed through the use of sound customer service skills and a variety of service strategies that are used to welcome, serve and support each customer or client as an individual. Customer service representatives should be hand-picked by management, provided with the … Read more
Trust is a Crucial Part of Customer Relations and Customer Retention An important point that many customer service representatives and other employees often forget is that customer satisfaction drives organizational success. If sound customer service skills are not taught to every employee at all levels and they fail to consistently provide excellent customer service, chances … Read more
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