Category Archives: customer service training

Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: … 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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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

Causes of Customer Service Breakdowns – Being Preoccupied

There are numerous reasons why customer service breakdowns occur. These run the spectrum from lack of sound customer service skills to bad customer service representative attitude. In today’s hectic workplace where customer service representatives are constantly multitasking, it is sometimes … Continue reading

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Customer Service Training Activity – Subconscious Gender Stereotypes

Since ongoing gender communication and interactions between employees and customers is a daily event in most workplaces; organizations must help employees at all levels identify and correct negative stereotypes that might exist between male and female employees. The following activity is a simple … Continue reading

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Building Customer Relationships – Four Crucial Factors That Impact Service Outcomes

Customer relationships are impacted by many factors that begin once a customer and customer service representative or other employee comes into contact with a current or potential customer. These people are either internal customers who work for the organization, or external customers … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service over the telephone, customer service representatives, customer service skills, customer service training, customer wants, delivering excellent customer service, employee attitude, nonverbal communication | Tagged , , | Leave a comment

6 Customer Service Representative Attributes That Lead to Better Customer Relations

Customer relationships are formed through the use of sound customer service skills and a variety of service strategies that are used to welcome, serve and support each customer or client as an individual. Customer service representatives should be hand-picked by … Continue reading

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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

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Florida Hospital Altamonte – A Positive Approach to Customer Service

As I often do in my books, articles and blog, I like to share positive customer service examples like the one I am currently experiencing this weekend as a patient at the Florida Hospital in Altamonte Springs, Florida. It is always nice to … Continue reading

Posted in communication skills, customer centric, Customer communication, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service management, customer service skills, customer service training, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture, verbal communication skills, what is service culture | Tagged , , , , | Comments Off on Florida Hospital Altamonte – A Positive Approach to Customer Service