Monthly Archives: April 2014

Imrpoving Customer Service With Active Listening Skills

Delivering excellent customer service to your internal and external customers requires strong interpersonal communication skills, especially in the area of listening. Listening effectively is the primary means that many customer service representatives use during communication to determine the needs of … Continue reading

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Postitive Impressions Help Build Strong Customer Relationships

Customers often judge an organization and the people who work for it based on the first impressions made by customer service representatives and others in the organization with whom they come into contact face-to-face or via technology. This is why it … Continue reading

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The Challenges of Building Positive Customer Relationships In a Global World

In a global customer service world, there are 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), … Continue reading

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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 … Continue reading

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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 … Continue reading

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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 four-color layout with more images to enhance the content and a completely changed graphic appearance. In the … Continue reading

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Changing Consumer Values Are Impacting Customer Service

Throughout the world, there has been a tremendous amount of dynamic change in recent decades due to economic instability, quickly expanding and enhanced technology, global mobility where people move quickly and frequently, and other factors outlined in this chapter. The … Continue reading

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Do You Believe That Charges At McDonald’s And Burger King Are Reasonable?

Have you ever suspected that what you pay is not what is always advertised on the menus at McDonald’s and Burger King restaurants? In recent weeks, I have visited several McDonald’s and Burger King fast food restaurants. Generally I have not … Continue reading

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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 have a responsibility to do … Continue reading

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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 … Continue reading

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