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 customer service representative. From time to time, you will also be … Read more
Active Listening – Your Key to Customer Service Success Customer service success should be a primary goal for everyone in an organization. Since there is no organization without satisfied customers, making sure that they are understood and served effectively should be a strategic initiative. That means taking service down to a basic level with each encounter when … Read more
Time Management in Customer Service Tips for Service Professionals In today’s harried world, effective time management in customer service is crucial. When was the last time that you actually felt that you had time to do everything that your boss or customers expect from you? There is an ever-growing list of tasks to accomplish for … Read more
Customer Incentives Lead to Customer Satisfaction Effective customer incentives lead to customer satisfaction if they are thought out and provide something that customers perceive as valuable to them. Unfortunately, many organizations create incentive programs that their marketing team feels would offer value. Such stimulants are often provided without asking customers what they would like to … Read more
Building Customer Relationships Leads to Customer Satisfaction When was the last time that you had a positive, memorable customer service experience at a bank, store, laundry or other organization? In an age when technology-based service dominates many aspects of business, many organizations have lost the ability to make customers feel special and appreciated. Smart managers and … Read more
Building Customer Satisfaction There are many elements in a service environment that contribute to a customer-centric atmosphere. One of the key components for building customer satisfaction is sound interpersonal communication. Effective verbal, nonverbal and written communication with customers is simple and inexpensive ways to ultimately gain customer loyalty. Simply put, you must be able to articulate or clearly explain (verbally and in … Read more
Typical Customer Contact Center Representative Competencies To perform well in a call center/customer care center, employees must possess some very special competencies or capacities/abilities to perform required job tasks. Because of the specific requirements of the job, organizations must look for candidates possessing many of these typical customer contact representative competencies as possible. It is essential that call … Read more
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 … Read more
Interpersonal Communication Quote – Theodore Roosevelt The most important single ingredient in the formula of success is knowing how to get along with people. — Theodore Roosevelt, Theodore Roosevelt, Jr. (1858 – 1919), also known as ‘Teddy’, was an American statesman, author, explorer, soldier, naturalist, and reformer. He served as the 26th President of the … Read more
Quotes on Customer Trust – Robert W. Lucas “Trust us the basis of any customer-provider relationship. Without trust; you have no relationship.” Robert C. Lucas Learn about Robert W. Lucas – Author and Expert in the Customer Service Industry Robert (Bob) W. Lucas, B.S., M.A., M.A., CPLP Bob Lucas is an internationally-known award-winning author who … Read more
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