Category Archives: customer expectations

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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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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2016 Global State of Customer Service Report Overview

Microsoft has conducted a customer service survey across the US, Brazil, Germany, the UK and Japan. In all they polled 5,000 consumers about customer service preferences and expectations. On Tuesday June 14th, 2016 at 2:00 pm Eastern Daylight Time, Microsoft’s … Continue reading

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The Secret to Gaining Customer Loyalty

Gaining customer loyalty and getting repeat business are crucial for organizational success in today’s global business world. Too many managers and small business owners do not recognize that customer loyalty is not just about competitive pricing and product line offerings. … Continue reading

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Time Management Skills in A Diverse Customer Service World

Reliable time management skills in a diverse customer service world are crucial in order to take advantage of opportunities to effectively interact with customers from various cultures. For years, anthropologists and others have studied the use of time in various … Continue reading

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Delivering Excellent Customer Service as Part of a Service Culture

Delivering excellent customer service as part of a service culture has become a pivotal determinant in global competition between organizations. As the world has gotten smaller because or geopolitical changes, trade agreements, personal mobility and connections via technology, the way that companies provide … Continue reading

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What Is Customer Service And Why Is It Important?

People often ask, “What is customer service and why is it important?” To answer this, you have to recognize that customers come in many shapes, sizes and types, and from a variety of diverse backgrounds. Each customer has his or her … Continue reading

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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 … Continue reading

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Is Customer Service Week the Best Time to Show Customer Appreciation?

          Have you noticed how many articles and references are flying around stores and on the Internet regarding the importance of Customer Service Week (October 6-10, 2014)? Service providers are wearing shirts and hats and articles abound … Continue reading

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Excellent Customer Service Strengthens Customer Relationships and Leads to Brand Loyalty

Excellent customer service strengthens customer relationships and leads to brand loyalty. When organizations attain a high degree of brand recognition and a reputation for providing quality products and services at a competitive price, while going above and beyond their customers’ … Continue reading

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