Customer Service Representatives Have to Power to Help or Hurt Their Organization

Customer Service Representatives Have

to Power to Help or Hurt Their Organization

You may have heard that one person can make a difference in the world. Well, one customer service representative can make a difference in the level of success that is achieved by an organization.

Think about the fact that if you are in a position where you are the first person with whom a customer or potential customer comes in contact, you have the power to create a positive image in that person’s mind. You are the face of your organization in such instances. What you do or say from the time you greet the customer until the transaction ends will cement an image in their mind. Through your professional presence, knowledge, verbal and non-verbal cues and attitude towards service, you can create an experience that will have the customer thinking either, “Wow, this is a person/company that I want to visit again” or “Where did they get that person? I’ll never do business with this organization again.” If the latter occurs, your organization has a problem because research continues to show that dissatisfied customers will tell many other people about a negative service experience. This less than favorable word-of-mouth publicity can bring disaster in the form of lost business. And, don’t forget that it is your current and new customers who provide the revenue that pays for your salary, benefits, training, and much more, so you have a vested interested in ensuring that each interaction is positive.

The important thing to remember about customer needs wants and expectations are that if you do not deliver what they believe to be exceptional customer service, they will simply go to another organization that will. By using professional customer service skills, such as listening, sending and receiving positive non-verbal communication, and verbally communicating in a positive manner, you can determine how to best serve your customers.

For more information, customer service tips and ideas on how to deliver the best possible customer service to a very diverse customer world, get a copy of my book Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Delivering Positive Customer Service in a Global Work Environment

by Robert W. Lucas

Delivering Positive Customer Service in a Global Work Environment

What is a Positive Global Customer Service? It is recognizing that you are dealing with unique individuals at each contact point with a customer or potential customer and taking the time to listen effectively, respond appropriately and address their needs. It is also taking ownership and responsibility for your environment and customer interactions by being prepared and doing whatever it takes to help guarantee a successful outcome when dealing with internal and external customers. Most customer service representatives understand this and go out of their way to deliver the best customer service possible.

It is crucial for customer service representatives and every other organizational employee to develop a customer-centric attitude (e.g. answering the phone professionally, returning calls and email within a timely manner, remembering little details shared by customers and referring back to them during a conversation, or going out of your way to help resolve an issue when service breaks down) if the organization hopes to be successful. This means continually demonstrating good customer service skills and upgrading your knowledge and skills on a regular basis.

In a diverse world, providing positive global customer service also means applying what Dr. Tony Alessandra calls the Platinum Rule (“Do until others as they want to be done unto them”) in one of his books. In other words, instead of or treating people like you want to be treated, get to know them. Find out what they like, dislike, expect, value, believe and want, then attempt to satisfy them to the best of your ability. If you cannot provide what they need, consider getting someone else to assist who can better understand and address actual needs.

From a service perspective, when customers believe that service providers are knowledgeable about various aspects of diversity and value others, they are likely to reward the organization with their business. Not only will they typically remain loyal to an organization that they like, but they will usually spread the word about their positive experiences. This equates to more revenue generated for the organization, which can then afford to increase salaries, expand and enhance their facilities and operations, provide training and benefits. It can also better market and fend off competition more effectively.

On the other hand, if customers believe that they are being treated indifferently and that service providers do not understand or care about their particular needs, they will potentially desert the organization and encourage their friends to do likewise. This means the potential loss of revenue and all its associated benefits.

For more information about delivering positive global service to a diverse customer base as well as hundreds of customer service tips for delivering excellent customer service, get a copy of my book Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Building Customer Relationships – Four Crucial Factors That Impact Service Outcomes

by Robert W. Lucas

Building Customer Relationships –

Four Crucial Factors That Impact Service Outcomes

Customer relationships are impacted by many factors that begin once a customer and customer service representative or other employee comes into contact with a current or potential customer. These people are either internal customers who work for the organization or external customers from outside the organization, who contact a service professional for assistance or to do business.

Here are four crucial factors that affect customers and service provider interactions which can definitely influence a situation and customer relations.

1. Approach to communication. Whether face-to-face, over the telephone or through other types of technology, the perception that a customer has about the way he or she was greeted verbally, non verbally or in writing can have an immediate impact on whether or not the relationship continues.

Anyone dealing with customers must continually strive to enhance their communication knowledge and skills for dealing with all types of customers. They must also consciously practice effective customer communication skills.

2. Customer service representative demeanor. Most people know or have an expectation of how a service professional should act and what they should do to meet the needs, wants and expectations of their customers. When an employee projects an attitude or leaves the impression that they are just “going through the motions” of providing service and really do not care about the customer or their issue, customers typically pick up on that attitude.

When issues are occurring in the life of the service provider that may negatively impact their ability to deliver the best customer service possible, they should talk to a supervisor and either take some time off or have someone else handle a customer situation. The only way to interact with a customer is professionally and in a can-do manner.

3. Product and service knowledge. Customer service provider knowledge related to the products and services provided by their organization can either fulfill customer needs or inhibit the degree to which they are able to deliver excellent customer service.

Employees should receive ongoing customer service training so that they can handle any situation in which the customer has a question or concern about the organization, products or services.

4. Problem-solving ability. Often service providers are not able to comprehend or analyze information that a customer is providing related to a need, problem or other issues that they have. Cultural, gender or other differences can cause this, or it might be a breakdown in communication ability on either the part of the customer service representative or the customer. In any event, it is crucial that the service provider is trained and skilled in using basic problem-solving skills. Failure to do so can leave to a customer-provider relationship breakdown and lost business for the organization.

For information, ideas and strategies about how to effectively and professionally interact with customers, get copies of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

How To Communicate Effectively With Customers – The Value of Effective Articulation

by Robert W. Lucas

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 clarity of your word usage. If you tend to slur words (“Whadju say?” “I hafta go whitja”) or cut off endings (goin’, doin’, gettin’, bein’), you can distort the meaning or frustrate listeners. This is especially true when communicating with customers who do not speak English well and with customers who view speech ability as indicative of educational achievement or your ability to assist them effectively.

If you have a problem articulating well, practice by gripping a pencil horizontally between your teeth, reading sentences aloud, and forcing yourself to enunciate each word clearly. Over time, you will find that you slow down and form words more precisely.

Be alert to the manner in which you deliver information to your customers since good communication skills are so important to building strong customer relationships you should. To get more ideas on the importance of communicating effectively when interacting with your customers, get a copy of Customer Service Skills for Success.

Use Head Nodding Effectively With Customers to Avoid Misunderstandings

by Robert W. Lucas

Use Head Nodding Effectively With Customers to Avoid Misunderstandings

Nodding of the head is often used (and overused) by many people to signal agreement or to indicate that they are listening to a speaker during a conversation.

As a customer service representative, you must be careful to occasionally pause to ask a question for clarification when you are using this nonverbal communication technique or when you are watching others who are doing so. Stop and ask for, or provide, feedback through a paraphrased message. A question such as, “So what do you think of what I just said?” will quickly tell you whether the other person is listening and understands your meaning or is simply being polite by smiling and nodding—but not understanding. The latter sometimes happens when there are gender or cultural differences or when someone speaks a native language other than yours.

If you are a woman, be careful not to overuse the nodding technique. Some research has shown that many North American women often nod and smile more than men during a conversation. Doing so excessively might damage your credibility or effectiveness, especially when you are speaking to a man. The interpretation may be that you agree or that you have no opinion, whether you do or not.

Although nodding your head generally signals agreement, if you nod without a verbal acknowledgment or paralanguage (a vocal effect such as “uh-huh, I see, hmmm”), a missed or misinterpreted cue could result. For example, suppose that you want to signal to a customer that you are listening to and understand her request. You may nod slowly, vocalize an occasional “I see” or “Uh-huh,” and smile as she speaks. She might interpret this to mean that you are following her meaning and are nonverbally signaling acceptance of it. This can present challenges if she is stating something contrary to your organization’s policy or that is outside your level of authority. In such an instance, she might misinterpret your non-verbal signals by thinking that you agree with her, not that you are merely signaling to understand. Later, she might be upset, saying something like, “Well, earlier you nodded agreement when I said I wanted a replacement.”

To learn more about effective non-verbal communication when interacting with customers or potential customers in order to deliver excellent customer service, get copies of Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

The Power of Non-Verbal Communication Skills in Customer Service

by Robert W. Lucas

The Power of Non-Verbal Communication Skills in Customer Service

Like other customer service skills, nonverbal communication is a strong component of interactions between a customer service representative and current or potential customers. For example, nodding of the head is often used (and overused) by many customer service professionals people to signal agreement or to indicate that they are listening to a customer during a conversation.

An important thing to be careful about when you are dealing with your customers is that when you use nonverbal cues, and when you are watching others who are doing so, you should occasionally pause to ask a question for clarification. For example, stop and ask for, or provide, feedback through a paraphrased message. A question such as, “So what do you think of what I just said?” will quickly tell you whether the other person is listening and accurately understanding your meaning. Their answer will also make it clear if the other person is simply politely smiling and nodding—but not understanding. The latter sometimes happens when there are cultural differences or when someone speaks a native language other than yours.

If you are a woman, one other point related to nonverbal communication cues is to be careful not to overuse the nodding technique. Some research has shown that many North American women often nod and smile more than men during a conversation. Doing so excessively might damage your credibility or effectiveness, especially when you are speaking to a man. The interpretation may be that you agree or that you have no opinion, whether you do or not.

For more information customer service tips on the effective use of non-verbal communication skills between customer service representatives and their customers, get a copy of Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

The Challenges of Building Positive Customer Relationships In a Global World

by Robert W. Lucas

The Challenges of Building Positive Customer Relationships In a Global World

In a global customer service world, there is a potential relationship “minefields” that can cause problems related to trust. This is because for customers from many countries (e.g. Bangladesh, Brazil, China, Egypt, Japan, Philippines, Kuwait, Turkey, Mexico, South Korea, and Vietnam), building a strong interpersonal relationship is extremely important and in many instances must be accomplished before the business is conducted. For example, in such relationship-oriented countries, it is not unusual to have a number of meetings with people in an organization before coming to an agreement. Lunch, dinner, and office meetings often occur for weeks before an agreement or important decision is reached. In such cultures, someone’s word is like a verbal contract and violations are not taken lightly. For that reason, if you are a customer service representative doing business with a customer from a relationship-oriented country, you must recognize the need to engage in some degree of conversation prior to asking for a buying decision or getting straight to business. This can present difficulty for call center representatives who are constrained by talk times or other controls or in environments where the staff has been downsized to a minimal server level. In such instances, it is wise to discuss the degree of flexibility you have in terms of the time and ways you have to deliver service with your supervisor before coming into contact with a customer.

By better understanding, the operational guidelines for your job and continuing to improve your customer service skills, the chances of creating a problem with customer trust or violating the organizational policy will be reduced.

Another potential problem area is that you can negatively impact the customer-provider relationship if you bring up certain topics to individuals from some cultures. For example, it is potentially inappropriate for a male service provider to directly address or compliment the wife or daughter who accompanies a male customer from a Middle Eastern culture without the man’s permission. This might be perceived as rude or disrespectful. Similarly asking about a man’s wife or daughter could be viewed as an unwelcome intrusion.

These cultural nuances may seem unimportant if you are from a different culture, but you must remember that people leave a country; they do not leave their culture. It is part of their personal background and value/belief system and should be respected if you plan to deliver excellent customer service.

For myriad ideas and strategies on how to deliver the best customer service possible and to better understand and work with a diverse customer base, get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures.

The Impact of Gender Roles on Customer Service

by Robert W. Lucas

The Impact of Gender Roles on Customer Service

Culturally and individually, people view the role of men and women differently. Although gender roles are continually evolving throughout the world, decision-making and authority are often clearly established as male prerogatives within many cultures, subcultures, or families. For example, in some Middle Eastern, Asian, South American, and European cultures, women have often not gained the respect or credibility in the business environment that they have achieved in many other parts of the world.

In some countries, it is not unusual for women to be expected to take a “seen and not heard” role or to remain out of business transactions. In Korea and other Pacific Rim countries, it is not typical for women to participate in many business operations. Men often still have higher social status than females. You do not have to agree with these practices, but you will need to take them into consideration when facing them as a customer service representative.

When serving customers from different countries, you would do well to remember that people leave a country, but they take their cultural norms and values with them. Failure to consider alternative ways of dealing with people in certain instances might cause you to react negatively to a situation and nonverbally communicate your bias unconsciously.

One example of what could potentially occur if you are a female customer service representative dealing with a male whose cultural background, like one of those just described, is that he may reject your assistance and ask for a male customer service provider. Another example could occur if you are a male customer service representative working with a male and female from such a culture. Do not be surprised if your conversation involves only the male. Attempts to draw the woman into a service transaction or make direct eye contact and smile with her may embarrass, offend, or even anger some male customers and/or their family members who are present.

Generally, people who have lived or worked in westernized cultures for longer periods may have acculturated and may not take offense to more direct behaviors that are meant to convey friendliness and to engage customers (e.g., smiling, engaging in small talk about families, or compliments on the dress). Even so, remain conscious of potential reactions and stay focused on verbal and nonverbal communication cues to help ensure that you do not negatively cross-cultural boundaries when interacting with customers of the opposite sex.

For additional customer service tips for interacting successfully with people and cultures that are different, get copies of Customer Service Skills for Success 6th edition and Please Every Customer: Delivering Stellar Customer Service across Cultures.

Strong Customer Relations Result From Excellent Customer Service

by Robert W. Lucas

Strong Customer Relations Result From Excellent Customer Service

Providing excellent customer service should be the goal of everyone in your organization, not just front line customer service representatives. Ultimately, customer satisfaction and customer retention are about how well you care about your job and the quality of customer service you provide. By working closely with your customers to build and maintain strong customer relations with them, you not only have an opportunity to meet but also exceed their needs, wants and expectations.

To sum all this up, it comes down to possessing strong product knowledge and customer service skills and applying both anytime you come into contact with an internal or external customer.

Customer Service Skills for Success 6th by Robert W. Lucas Now Available

by Robert W. Lucas

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.

In the book, readers will find real-world customer service issues and provides a variety of updated resources, activities, and examples for customer service representatives at different levels in an organization. It also includes tips from the author and other active professionals in the industry designed to gain and hold readers’ interest while providing additional insights into the concepts and skills related to customer service that is found throughout the book.

The text begins with a macro view of what customer service involves today and provides projections for the future of the customer service profession, then focuses on specific customer service skills and related topics.

Here’s what readers will find inside the book:

Part One – The Profession

The Customer Service Profession
Contributing to the Service Culture

Part Two – Skills for Success

Verbal Communication Skills
Nonverbal Communication Skills
Listening Skills

Part Three – Building and Maintaining Relationships

Customer Service and Behavior
Service Breakdowns and Service Recovery
Customer Service in a Diverse World
Customer Service via Technology’
Encouraging Customer Loyalty

This book answers everything from “What is Customer Service?” to “How do I handle a variety of diverse customers in various customer service situations?”.

To gain thousands of ideas, strategies and customer service tips for interacting successfully with internal and external customers in any type of customer service environment and deliver excellent customer service, get a copy of Customer Service Skills for Success 6th edition.