Monthly Archives: July 2013

Nonverbal Customer Communication Strategies

Posted on July 31, 2013 by admin

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 … Continue reading →

Posted in communication skills, cultural awareness, Customer Service, customer service across cultures, customer service over the telephone, customer service skills, global customer service, methods of communication, nonverbal communication, Projecting a positive telephone service image | Tagged communicating across cultures, communicating with diverse customers, eliminate communication barriers, nonverbal communication with customers, nonverbal cues | Comments Off

Customer Service Quote – Brian Tracy

Posted on July 30, 2013 by admin

Many customer service representatives and others in their organization fail to realize that the first impression a customer or potential customer gets when contacting an organization can impact the customer-provider relationship. It can also dictate the success that you and … Continue reading →

Posted in brand loyalty, customer expectations, customer loyalty, customer relationship management, delivering excellent csutomer service, delivering excellent customer service | Tagged brand loyalty, customer loyalty, delivering the best customer service, meeting customer expectations | Comments Off

Impact of the Economy on Customer Service Representatives

Posted on July 29, 2013 by admin

On an individual level, customer service representatives should be researching and upgrading their knowledge and skills related to dealing with people from around the world. This means, reading more articles and books on various cultures, customer service, and human behavior, … Continue reading →

Posted in brand loyalty, consumer behavior, consumer behaviour, consumer spending, consumer spending habits, cultural awareness, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service management, customer service representatives, customer service trends, delivering excellent csutomer service, delivering excellent customer service, global customer service | Tagged customer service in the 21st century, customer service in the twenty-first century, customer service representatives, impact of economy on customer service, impact of government policy on customer service, shifts in consumer behavior, shifts in customer service | Comments Off

Customer Service Quote – The Value of Dissatisfied Customers

Posted on July 28, 2013 by admin

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 … Continue reading →

Posted in customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service quoatation, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, employee attitude, quality customer service, quotations, Service 101, Service breakdowns, Service recovery, Uncategorized | Tagged customer service breakdowns, customer service quotation, customer service quote, dealing with dissatisfied customers, Service recovery | Comments Off

Impact of the Eyes in Customer Service

Posted on July 27, 2013 by admin

It has been said that the eyes are “the windows to the soul.” That is why some people and Westernized cultures place so much interest on making eye contact with others. This gives people a chance to potentially gauge meaning … Continue reading →

Posted in communication skills, cultural awareness, cultural diversity, customer relationship management, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, methods of communication, nonverbal communication, Service 101 | Tagged communicating with diverse customers, cultural diversity and customer service, customer communication, nonverbal communication, role of the eyes in communication | Comments Off

Two Elements of Effective Customer Communication

Posted on July 26, 2013 by admin

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 … Continue reading →

Posted in communication skills, Customer communication, customer relationship management, Customer Service, customer service 101, customer service over the telephone, customer service representatives, customer service skills, methods of communication, nonverbal communication, Service 101, verbal communication skills | Tagged communicating with customers, customer service representative, effective communication skills, improving communication skills, verbal and nonverbal communication, verbal communication skills with customers | Comments Off

Customer Service Quote – When Having a Bad Day…

Posted on July 25, 2013 by admin

Everybody has a bad day…get over it! Whenever you feel as if you do not want to deal with customers or that you would rather be doing something else, consider the following customer service quote: “Treat every customer as if they … Continue reading →

Posted in Customer Service, customer service 101, customer service quoatation | Tagged customer service quotation, customer service quotations, customer service quote, customer service quotes | Comments Off

The Role of Channel Partner Relationships on Customer Loyalty

Posted on July 24, 2013 by admin

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 … Continue reading →

Posted in brand loyalty, business to business customer service, customer loyalty, customer relationship management, customer retention, customer satisfaction, customer service management | Tagged building business partnerships, channel partners, customer loyalty | Comments Off

The Cost of Dissatisfied Customers

Posted on July 23, 2013 by admin

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 … Continue reading →

Posted in brand loyalty, consumer behavior, consumer behaviour, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer-focused organizations, delivering excellent csutomer service, delivering excellent customer service, quality customer service, Service 101, Service breakdowns | Tagged best customer service, cost of dissatisfied customer, customer defection, customer loyalty, customer-service provider breakdowns, excellent customer service, good customer service, quality customer service, service breakdowns | Comments Off

Impact of Time on Customer Service

Posted on July 22, 2013 by admin

The concept and value of time differs between individuals. Your personal perception of time may differ from that of others. For example, if you are looking forward to a vacation or other special event time often seems to drag on. … Continue reading →

Posted in consumer behavior, consumer behaviour, cultural awareness, cultural diversity, customer relationship management, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, global customer service, impact of diversity on customer service, quality customer service, Service 101 | Tagged best customer service, cultural diversity, cultural values and beliefs, customer relationship management, differing views of time, excellent customer service, good customer service, serving diverse customers | Comments Off