Taking A Customer for Granted Can Lead To Customer Service Breakdowns Taking a customer for granted is something that a customer service representative should never do. That is because customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, you must consciously go … Read more
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
Recovering from Customer Service Breakdowns Customers are better educated and have access to a more competitive product and service information that at any time in history. The result is that when they contact a customer service representative, they have specific wants, needs, and expectations. When their preconceived ideas are not met, service breakdowns are likely … Read more
Avoiding Customer Service Breakdowns There are a number of things that you might do as a customer service representative that can irritate customers or cause them to form a negative opinion of your or your organization. Remember that your goal should be to project a professional presence, help create a positive service culture and provide the … Read more
Customer Service Breakdowns Are Everywhere It seems that there are no shortages of service breakdowns in today’s world. You would think that in the down economy where so many people are unemployed or hurting financially, that service providers would think before doing or saying something that could have a negative impact on them. But then … Read more
Service Recovery Strategies: Rebuilding customer relationships after breakdowns Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often poorly handled service recovery efforts result in … Read more
Building Customer Relationships by Understanding Them First Customers come in all sizes, shapes, and descriptions. They all have specific wants and needs and all require a different degree of effort to address customer expectations and achieve customer satisfaction. Before a service representative can attempt to satisfy a customer, they must first determine what the customer expects … Read more
Handling Angry Customers There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general and many other challenges facing society. The reality is that, as a … Read more
Nonverbal Communication Skills in Customer Service Effective nonverbal communication skills in customer service are the bedrock of understanding and customer satisfaction. This is especially true when dealing with people from different cultures. If you do not realize the power of the unspoken messages that you continually send with your body, you are likely destined for relationship breakdowns. … Read more
Three Proven Strategies that Build Customer Loyalty Most organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. Many of these companies spend large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems. While each of … Read more
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