Category Archives: customer-focused organizations

Create a Positive Customer Service Culture by Making Customers Feel Valued

Organizations are often chasing the illusive loyal customer. Various research studies have shown that it costs less to keep a good customer than it does to attract new ones through expensive marketing and incentive programs. Related to this, it seems logical to … Continue reading

Posted in brand loyalty, customer appreciation, customer centric, Customer communication, customer expectations, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service representatives, customer service skills, customer service training, customer-focused organizations, delivering excellent customer service, demographics, internal customer service, Projecting a positive telephone service image, quality customer service, service culture | Tagged , , , | Leave a comment

The Cost of Poor Customer Service

A recent experience with Century Link recently validated what I regularly tell customer service workshop participants and readers of my customer service books. I thought I’d share it with you along with customer service success tips that can improve customer service … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service over the telephone, customer service representatives, customer service skills, customer service training, customer-focused organizations, delivering excellent customer service, employee attitude, internal customer service, Projecting a positive telephone service image, quality customer service | Tagged , , | Comments Off on The Cost of Poor Customer Service

Three Negative Nonverbal Messages To Avoid When Serving Customers

Some customer service representatives develop unproductive nonverbal behaviors without even realizing it. These may be nervous habits or mannerisms carried to excess (scratching, pulling an ear, or playing with hair). In a customer service environment, you should try to minimize … Continue reading

Posted in communication skills, customer centric, Customer communication, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service skills, customer-focused organizations, delivering excellent customer service, nonverbal communication | Tagged , , | Comments Off on Three Negative Nonverbal Messages To Avoid When Serving Customers

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

The Impact of Customer Expectations on Customer Service

Customers come to you and your organization expecting that certain things will occur in regard to the products and services they desire. If you and other customer service representatives or employees fail to deliver them, your customers can easily desert to … Continue reading

Posted in brand loyalty, customer appreciation, customer centric, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, service culture | Tagged , , | Comments Off on The Impact of Customer Expectations on Customer Service

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

Customer Service Tip for Adult Educators

The face of higher education is continuing to evolve. Ethnicity, the numbers of attendees in terms of age and sex, expectations, the manner in which information is delivered and virtually every aspect of the way you do business and education … Continue reading

Posted in 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 skills, customer service trends, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service | Tagged , , | Comments Off on Customer Service Tip for Adult Educators

Quote on Delivering the Best Customer Service Possible – Jeff Bezos

Customers are a funny lot… they pay you money that they worked hard for and in exchange only expect to receive what they need, want, expect and are promised by you and your organization.  They truly do not expect that, … Continue reading

Posted in brand loyalty, communication skills, 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 quotation, customer service quote, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, quotations, Service 101 | Tagged , , | Comments Off on Quote on Delivering the Best Customer Service Possible – Jeff Bezos

Customer Satisfaction Quote – Alice MacDougall

Customer needs, wants and expectations drive their behavior. The challenge for customer service representatives and other employees in any organization is to properly identify what it takes to promote customer and brand loyalty. The easiest way to accomplish this is … Continue reading

Posted in brand loyalty, customer appreciation, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service quotation, customer service quote, customer service representatives, customer service training, customer wants, customer-focused organizations, quality customer service, quotations, Service 101 | Tagged , , | Comments Off on Customer Satisfaction Quote – Alice MacDougall

Three Ways to Enhance Customer Service in Any Organization

Finding ways to build a strong customer-centric organization and help build customer and brand loyalty seems to take a lot of time in organizations today. Here are three ways that customer service representatives and others in the organization can help … Continue reading

Posted in brand loyalty, customer appreciation, customer centric, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service representatives, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101 | Comments Off on Three Ways to Enhance Customer Service in Any Organization