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
Customer Service Training Activity – Subconscious Gender Stereotypes Since ongoing gender communication and interactions between employees and customers is a daily event in most workplaces; organizations must help employees at all levels identify and correct negative stereotypes that might exist between male and female employees. The following activity is a simple means for getting adult learners active in … 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
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
Partner With Customers When Building Positive Customer Service Cultures Being a customer service representative can sometimes be a stressful and frustrating job if you work in an organization that does not effectively value and support customers. In such organizations, customer service training and supervisory coaching needed for you to develop the customer service skills to … Read more
Customer Service Quote – Marshall Field Whether you like it or not, if you are in the customer service profession, you are in the people business. That requires continually looking for ways for building customer relationships and strategies for customer retention. To succeed, you must have a sound understanding of people from all walks of life … Read more
What is Great Customer Service? What is great customer service? This is a question often asked in my customer service workshops and by people trying to determine how to get the best value for their money when searching out businesses where they might spend it. Unfortunately, this is a very subjective question based on the person … Read more
Appropriate Service Recovery Strategies Can Lead To Customer Satisfaction and Retention Delivering excellent customer service should be the goal of every customer service representative and organization. Unfortunately, when things do not go as planned and customer service breakdowns occur, customer needs wants and expectations are often not met. Obviously, this is when customer satisfaction and … Read more
Effective Verbal Communication Can Lead To Customer Satisfaction and Customer Retention You may have heard that the expression is sometimes not what you, but how you say it that makes a difference. Nothing is truer when you are dealing with a multi-cultural, diverse customer base. In many situations, when customer service breaks down it can often … Read more
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