Category Archives: Projecting a positive telephone service image

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

Postitive Impressions Help Build Strong Customer Relationships

Customers often judge an organization and the people who work for it based on the first impressions made by customer service representatives and others in the organization with whom they come into contact face-to-face or via technology. This is why it … Continue reading

Posted in communication skills, cultural awareness, Customer communication, customer relationship management, Customer Service, customer service diversity, customer service representatives, customer service skills, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, quality customer service, verbal communication skills | Tagged , , | Comments Off on Postitive Impressions Help Build Strong Customer Relationships

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

Positive Impressions Help When Building Customer Relationships

Customers often judge an organization and the people who work for it based on the first impressions made by front line employees with whom they come into contact face-to-face or via technology. It is crucial that you and those who … Continue reading

Posted in brand loyalty, communication skills, Customer communication, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service quotation, customer service quote, daily quote, daily quotes, Projecting a positive telephone service image, quality customer service, quotations, Service 101 | Tagged , , | Comments Off on Positive Impressions Help When Building Customer Relationships

Interpersonal Communication Skills Quote – Robert W. Lucas

Excellent customer service skills are crucial if you want to deliver the best possible service to your internal and external customers. By practicing positive interpersonal skills such as, verbal and nonverbal communication, eye contact, gesturing, body language and listening skills, … Continue reading

Posted in communication skills, Customer communication, customer relationship management, Customer Service, customer service 101, customer service over the telephone, customer service skills, daily quote, daily quotes, delivering excellent customer service, methods of communication, nonverbal communication, Projecting a positive telephone service image, quality customer service, quotations, Service 101, telephone etiquette, verbal communication skills | Tagged , , | Comments Off on Interpersonal Communication Skills Quote – Robert W. Lucas

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

Improving Your Listening Ability Can Aid Customer Service

Effective listening skills are crucial in building and maintaining relationships with other people, especially in a customer service environment. Unfortunately, it is a skill that many people do not learn or practice well. To improve your ability to effectively and … Continue reading

Posted in communication skills, Customer communication, customer relationship management, customer satisfaction, Customer Service, customer service over the telephone, customer service skills, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, quality customer service, Service 101, taking a phone message, telephone etiquette | Tagged , , | Comments Off on Improving Your Listening Ability Can Aid Customer Service

The Customer Service Representative’s Role in Organizational Culture

Put simply, organizational culture is what your customer experiences. This culture is made up of a collection of subcomponents, each of which contributes to the overall service environment. Organizational cultures are developed to some degree by everyone within the organization … Continue reading

Posted in brand loyalty, customer expectations, customer loyalty, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service management, customer service representatives, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, Projecting a positive telephone service image, quality customer service, Service 101, service culture | Tagged , , , , , , | Comments Off on The Customer Service Representative’s Role in Organizational Culture

Nonverbal Customer Communication Strategies

As a customer service professional, it is impossible for you to “not” send nonverbal messages to your customers. They are evaluating you based on your posture, facial expressions, height, body type and condition, skin color, complexion, clothing, jewelry and many … Continue reading

Posted in communication skills, cultural awareness, Customer Service, customer service across cultures, customer service over the telephone, customer service skills, global customer service, methods of communication, nonverbal communication, Projecting a positive telephone service image | Tagged , , , , | Comments Off on Nonverbal Customer Communication Strategies