Category Archives: business to business customer service

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

Customer Service Quote – Michael LeBoeuf

Organizations and customer service representatives that go out of their way to identify customer needs, wants and expectations, have a better chance of increasing brand and customer loyalty than competitors who do not. By working hard to create a customer-centric organization, … Continue reading

Posted in business to business customer service, customer appreciation, customer centric, Customer communication, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service management, customer service over the telephone, customer service quotation, customer service quote, customer service representatives, customer-focused organizations, daily quote, daily quotes, delivering excellent csutomer service, delivering excellent customer service, internal customer service, Projecting a positive telephone service image, quality customer service, quotations, Service 101, service culture, verbal communication skills | Tagged , , | Comments Off on Customer Service Quote – Michael LeBoeuf

The Role of Mission and Vision Statements in Customer Service

Most successful organizations have written mission and vision statements that answer the questions of “What does the organization do?” and “Why does the organization exist?” Mission statements should always tie back to the vision statement and should be incorporated into … Continue reading

Posted in business to business customer service, customer loyalty, customer needs, customer retention, Customer Service, customer service 101, customer service management, customer service standards, customer wants, customer-focused organizations, quality customer service, what is service culture | Tagged , , , , , , , | Comments Off on The Role of Mission and Vision Statements in Customer Service

The Role of Channel Partner Relationships on Customer Loyalty

A key component of managing customer loyalty is for organizations to effectively establish and manage channel partner relationships. Such partners can help gain access to new business opportunities at lower costs, without having to merge or acquire more assets and … Continue reading

Posted in brand loyalty, business to business customer service, customer loyalty, customer relationship management, customer retention, customer satisfaction, customer service management | Tagged , , | Comments Off on The Role of Channel Partner Relationships on Customer Loyalty