Category Archives: customer service trends

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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Making Customer Service a Strategic Organizational Initiative

In case you have not been paying attention in recent years, many time-honored national and international organizations have disappeared or are struggling to remain competitive. In most instances, this can be attributed to the fact that managers and executives have … Continue reading

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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

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Internet Sales Revenue Continues to Climb from 2012-2017

  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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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

Black Friday Stats Show 2013 Was a Huge Success

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

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Customer Satisfaction Levels – Maybe Not as Bad as We Think

It seems like everyone you talk to has a tale of a customer service situation gone bad. Is it because service is really getting bad or is it that people are just so frustrated with the economy, healthcare, politics, world … Continue reading

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The Impact of Consumer Behavioral Shifts on Customer Service

In the past, many consumers took a “money is no object” approach to shopping because, if they did not have cash readily available, they had several pieces of plastic in their wallet that allowed them to spend (often beyond their … Continue reading

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Impact of the Economy on Customer Service Representatives

On an individual level, customer service representatives should be researching and upgrading their knowledge and skills related to dealing with people from around the world. This means, reading more articles and books on various cultures, customer service, and human behavior, … Continue reading

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Customer Attitudes Are Affecting Service Delivery

Companies today are struggling with not just providing good or excellent customer service. They now are searching for ways to provide the best customer service possible in order to stay competitive in a globally competitive marketplace. One of the biggest … Continue reading

Posted in consumer behavior, consumer behaviour, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service representatives, customer service skills, customer service trends, customer wants, delivering excellent csutomer service, delivering excellent customer service, global customer service, impact of diversity on customer service, quality customer service, Service 101, Technology based customer service | Tagged , , , , , | Comments Off on Customer Attitudes Are Affecting Service Delivery