Monthly Archives: November 2013

Interpersonal Communication Quote – Theodore Roosevelt

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The Role of Technology in Customer Service

One thing is sure in today’s global economy; the Internet marketing and sales are major components of global and personal wealth strategy. Research conducted by McKinsey and Company “…into the Internet economies of the G-8 nations as well as Brazil, China, India, … Continue reading

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Inspirational Customer Service Quote – Peter Drucker

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Inspirational Customer Service Quote – Larry Winget

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Building Successful Customer Loyalty

Customer loyalty is an emotional rather than a rational thing. Each time there is contact at a touch point where the customer and service provider come together there is opportunity for further cementing the customer relationship and loyalty or driving … Continue reading

Posted in brand loyalty, consumer behavior, consumer behaviour, customer appreciation, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, quality customer service | Tagged , , | Leave a comment

What is a Service Breakdown ?

Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations. In some cases the product or service delivered may function exactly as it was designed … Continue reading

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Customer Satisfaction Levels – Maybe Not as Bad as We Think

It seems like everyone you talk to has a tale of a customer service situation gone bad. Is it because service is really getting bad or is it that people are just so frustrated with the economy, healthcare, politics, world … Continue reading

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The Role of Trust in Customer Service

Trust is at the heart of any customer-provider relationship, especially when there is an exchange of money for products or services. For a customer to hand over his or her hard-earned cash to you and your organization typically takes a … Continue reading

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Dealing with Difficult Customers

You may think of difficult customer contacts as those in which you have to deal with negative, angry, demanding, or aggressive people. These are just a few of the types of potentially difficult interactions that you may encounter as a … Continue reading

Posted in customer centric, Customer communication, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service skills, delivering excellent customer service, global customer service, impact of diversity on customer service, quality customer service, Service breakdowns, Service recovery | Tagged , , , | Comments Off on Dealing with Difficult Customers

Effective Customer Communication Quote – George Ross

The ability to build and maintain solid relationships, and ultimately develop a level of trust, is a key skill that customer service representatives must master if they are going to  be successful in the business world. As a professional service provider you … Continue reading

Posted in communication skills, cultural awareness, cultural diversity, customer relationship management, Customer Service, customer service 101, customer service quotation, customer service quote, customer service skills, global customer service, methods of communication, nonverbal communication, quality customer service, quotations, Service 101, verbal communication skills | Tagged , , , , | Comments Off on Effective Customer Communication Quote – George Ross