Category Archives: consumer behavior

Taking A Customer for Granted Can Lead To Customer Service Breakdowns

Posted on June 17, 2014 by admin

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, … Continue reading →

Posted in consumer behavior, customer appreciation, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service representatives, customer service skills, customer wants, delivering excellent customer service | Tagged , , | Comments Off on Taking A Customer for Granted Can Lead To Customer Service Breakdowns

Customer Service Skills for Success 6th by Robert W. Lucas Now Available

Posted on April 17, 2014 by admin

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 Satisfaction Helps Build Brand and Customer Loyalty

Posted on April 6, 2014 by admin

To be successful as a customer service representative, it is important that you recognize that consumer behavior has changed in the past decade or so, and that this impacts your customer’s needs, wants and expectations. There are several important things you … Continue reading →

Posted in brand loyalty, consumer behavior, customer appreciation, customer expectations, customer loyalty, customer needs, customer retention, customer satisfaction, Customer Service, customer service across cultures, customer service quotation, customer service quote, customer service representatives, customer service skills, customer wants, daily quote, daily quotes, delivering excellent customer service, quotations, Service 101 | Tagged , , | Comments Off on Customer Satisfaction Helps Build Brand and Customer Loyalty

Brand and Customer Loyalty Is Earned Not Given Freely

Posted on April 5, 2014 by admin

Consumer behavior and spending habits, customer needs, wants and expectations and customer satisfaction levels change constantly. There can be wide differences in the way that customers perceive an item or event when seeking services and products depending on diversity factors, … Continue reading →

Posted in brand loyalty, consumer behavior, consumer spending habits, customer appreciation, customer expectations, customer loyalty, customer needs, customer retention, customer satisfaction, Customer Service, customer service quoatation, customer service quotation, customer service representatives, customer service skills, customer wants, daily quote, daily quotes, delivering excellent customer service | Tagged , , , | Leave a comment

Interpersonal Communication – Your Key to Customer Service Success

Posted on February 22, 2014 by admin

To be successful in your interactions with customers whose values, beliefs and experiences differ from your own, you will need to broaden your scope of knowledge related to interpersonal; communication, especially nonverbal signals (cues). Because nonverbal communication styles and interpretations often differ from … Continue reading →

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Interpersonal Communication Skills Tip

Posted on February 20, 2014 by admin

Effective interpersonal communication skills are crucial for delivering excellent customer service.  Verbal communication skills are important, but nonverbal communication cues are often more so. Still, while you may potentially gather a lot of information through nonverbal cues received from others, be careful … Continue reading →

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Internet Sales Revenue Continues to Climb from 2012-2017

Posted on January 4, 2014 by admin

  Ever since customers discovered the value and savings in time, effort and money from using the Internet to shop for products and services, the world has not been the same. Revenue generated from electronic commerce (ecommerce) continues its upward climb … Continue reading →

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Black Friday Stats Show 2013 Was a Huge Success

Posted on December 6, 2013 by admin

Each year, online and brick and mortar retailers strive to increase sales and revenues generated around the period of Thanksgiving and Black Friday. This year was no exception, with many companies offering pre-Black Friday deals followed by Cyber Monday opportunities … Continue reading →

Posted in commerce, consumer behavior, consumer behaviour, consumer spending, consumer spending habits, customer service trends, Social media in customer service, Technology based customer service | Tagged , , , | Leave a comment

The Impact of Stress on Customer Service

Posted on December 5, 2013 by admin

The world moves at a much faster pace than it did decades ago because of advancing technology. Changing customer values, beliefs, needs, wants and expectations have caused much of this acceleration. Added pressure to succeed and remain competitive while trying to … Continue reading →

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Four Tips for Delivering Exceptional Customer Service

Posted on December 4, 2013 by admin

Each customer is unique, yet similar. The challenge is to identify their specific needs, wants and expectations and them work hard to meet and exceed those. The following tips can help you provide better service to all your customers: To … Continue reading →

Posted in brand loyalty, communication skills, consumer behavior, consumer behaviour, cultural awareness, cultural diversity, customer appreciation, customer centric, Customer communication, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture | Tagged , , , | Comments Off on Four Tips for Delivering Exceptional Customer Service