Category Archives: business phone etiquette

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

Posted in business phone etiquette, business to business customer service, communication skills, consumer behavior, cultural diversity, Customer communication, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service diversity, customer service over the telephone, customer service representatives, customer service skills, customer service trends, customer wants, customer-focused organizations, delivering excellent customer service, demographics, ecommerce, global customer service, impact of diversity on customer service, Projecting a positive telephone service image, Service 101, service culture, Service recovery, Social media in customer service, taking a phone message, Technology based customer service, telephone etiquette, verbal communication skills, what is service culture | Tagged , , | Comments Off on Customer Service Skills for Success 6th by Robert W. Lucas Now Available

Effectively Taking Telephone Messages

Have you ever called a business only to have the person on the other end of the phone stumble through information gathering when trying to take a message for someone else? If so, you are not alone. It often seems … Continue reading

Posted in buisiness phone greetings, business phone etiquette, communication skills, Customer communication, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service over the telephone, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, Service 101, taking a phone message, Technology based customer service, telephone etiquette | Tagged , , , , , , , | Comments Off on Effectively Taking Telephone Messages

Customer Service Representative Skill- Building – Listening to the Customer

Successful listening is essential for any customer service representative to achieve customer service excellence. Like any other customer service skill, active listening is a learned behavior that some people perform better than others. To provide the best customer service possible you must master … Continue reading

Posted in business phone etiquette, Customer communication, Customer Service, customer service 101, customer service over the telephone, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, quality customer service, Service 101, telephone etiquette | Tagged , , , , , | Comments Off on Customer Service Representative Skill- Building – Listening to the Customer

Telephone Etiquette Sends a Powerful Customer Service Message

There is no excuse for poor telephone etiquette or lack of professionalism when you answer the phone as a representative of your organization. Take the time to plan your approach BEFORE a customer calls so that when you receive a … Continue reading

Posted in buisiness phone greetings, business phone etiquette, customer centric, Customer communication, customer satisfaction, Customer Service, customer service over the telephone, customer service skills, customer-focused organizations, Projecting a positive telephone service image, quality customer service, Service 101, service culture, taking a phone message, Technology based customer service, telephone etiquette | Tagged , , , , , , , , | Comments Off on Telephone Etiquette Sends a Powerful Customer Service Message