Author Archives: admin

About admin

Bob Lucas has been a trainer, presenter and adult educator for over four decades. He who has written hundreds of articles on training, writing, self-publishing and workplace learning skills and issues. He is also an award-winning author who has written thirty-three books on topics such as, customer service, brain based learning and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Powerful Strategies for Building and Maintaining Strong Internal Customer Relationships

Internal customers are organizational or contracted employees to whom you provide information, products and services. These people typically use what you offer to deliver service to their customers. Unfortunately, many employees fail to realize the importance of developing powerful strategies for building and maintaining strong … Continue reading

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7 Customer Service Trends That Impact Expectations

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically in the 21st century. In many instances, trends in customer service expectations are being driven by the pervasiveness of technology, especially social media.  The following … Continue reading

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Ways to Achieve Customer Service Excellence – 3 Strategies for Professional Development

There are many ways to achieve customer service excellence. Professional customer service representatives who truly want to excel at their jobs find ways to acquire the knowledge and skills necessary to succeed. In many organizations professional development training and information … Continue reading

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Time Management in Customer Service – Tips for Service Professionals

In today’s harried world, effective time management in customer service is a 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 … Continue reading

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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 … Continue reading

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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 … Continue reading

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4 Proven Ways to Improve Customer Service Skills

Are you consistently looking for ways to improve customer service skills? If so, that is a smart and professional strategy in today’s globally competitive marketplace. Not matter what type of business or organization you belong to, developing and honing your customer … Continue reading

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Customer Service Skills That Lead to Customer Satisfaction

As a customer service professional, what can you do to enhance customer satisfaction and build a lasting relationship with your customers? If you answered “improve your customer service skills and knowledge,” you are correct. Unfortunately, many managers and their organizations … Continue reading

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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 … Continue reading

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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 … Continue reading

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