Category Archives: demographics

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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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

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

Effective Verbal Communication Can Lead To Customer Satisfaction and Customer Retention

You may have heard that the expression it is sometimes not what you, but how you say it that makes a difference. Nothing is more true when you are dealing with a multi-cultural, diverse customer-base. In many situations, when customer … Continue reading

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Customer Service Inspirational Quote – Sam Walton

A key to being a successful customer service representative is gaining the knowledge and skills necessary to deal with a changing global business environment. In today’s world, it is not enough for service providers to simply be knowledgeable about their … Continue reading

Posted in cultural diversity, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service quoatation, customer service quotation, customer service quote, customer service representatives, customer service skills, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, quality customer service, quotations, Service 101, Service recovery | Tagged , , , , | Comments Off on Customer Service Inspirational Quote – Sam Walton

Quote on Change – Charles Darwin

Change is a constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and may other factors … Continue reading

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Preparing to Serve a Diverse Customer Base

Many organizations and employees have realized the importance of creating a fair and equal environment in which everyone feels respected and valued. This is especially important in a service environment where employees encounter customers who have different characteristics. Providing good … Continue reading

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Impact of Values and Beliefs on Customer Service

Values are based on the deeply held beliefs of a culture or subculture. These beliefs might be founded in religion, politics, or group mores. They drive thinking and actions and are so powerful that they have served as the basis … Continue reading

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Impact of the Eyes in Customer Service

It has been said that the eyes are “the windows to the soul.” That is why some people and Westernized cultures place so much interest on making eye contact with others. This gives people a chance to potentially gauge meaning … Continue reading

Posted in communication skills, cultural awareness, cultural diversity, customer relationship management, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, methods of communication, nonverbal communication, Service 101 | Tagged , , , , | Comments Off on Impact of the Eyes in Customer Service

Use Caution with Nonverbal Cues When Serving International Customers

“I am so sorry! That’s not what I meant” is all the service provider could say after he inadvertently offended an international customer from Turkey by using what he believed to be a signal of reassurance (thumb and index finger forming … Continue reading

Posted in communication skills, cultural awareness, cultural diversity, Customer communication, customer relationship management, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service skills, delivering excellent csutomer service, demographics, global customer service, impact of diversity on customer service, methods of communication, nonverbal communication, quality customer service, Service 101, Service breakdowns | Tagged , , , , , , , , | Comments Off on Use Caution with Nonverbal Cues When Serving International Customers