Category Archives: Service 101

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

Customer Satisfaction Helps Build Brand and Customer Loyalty

To be successful as a customer service representative, it is important that you recognize that consumer behavior has changed in the past decade or so, and that this impacts your customer’s needs, wants and expectations. There are several important things you … Continue reading

Posted in brand loyalty, consumer behavior, customer appreciation, customer expectations, customer loyalty, customer needs, customer retention, customer satisfaction, Customer Service, customer service across cultures, customer service quotation, customer service quote, customer service representatives, customer service skills, customer wants, daily quote, daily quotes, delivering excellent customer service, quotations, Service 101 | Tagged , , | Comments Off on Customer Satisfaction Helps Build Brand and Customer Loyalty

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

Building Customer Relationships to Increase Customer Retention

The only way for customer service representatives and their organizations to excel is by first building strong customer service relationships. By exhibiting stellar product and service knowledge and employing effective customer service skills, listening and communicating verbally and non verbally they are able … Continue reading

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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

Posted in brand loyalty, communication skills, cultural awareness, cultural diversity, customer appreciation, Customer communication, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service quotation, customer service quote, customer service representatives, customer service skills, daily quote, daily quotes, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, methods of communication, nonverbal communication, quality customer service, quotations, Service 101, verbal communication skills | Tagged , , | Comments Off on Effective Verbal Communication Can Lead To Customer Satisfaction and Customer Retention

Three Positive Nonverbal Communication Cues for Customer Service Representatives

Many customer service representatives struggle to gain and maintain strong relationships with their customers. Often, this is due to their inability to effectively communicate face-to-face with others. In many instances, they do not even realize that their nonverbal communication style … Continue reading

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Nonverbal Communciation Quote – Robert W. Lucas

Customer service representatives are often the first people with whom a current or potential customer comes into contact when reaching out to an organization. Their role is to quickly and professional use their customer service skills to assist in resolving … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service quotation, customer service quote, customer service representatives, customer service skills, customer wants, daily quote, daily quotes, methods of communication, nonverbal communication, quality customer service, quotations, Service 101 | Tagged , | Comments Off on Nonverbal Communciation Quote – Robert W. Lucas

Motivational Customer Service Quote – Robert W. Lucas

Professional customer service is all about providing high quality products and services that can meet your customers needs, wants and expectations. If you are a customer service representative, it is your responsibility to master as many customer service skills as possible in … Continue reading

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Quote About Communicating Through Body Language – Harvey Wolter

Learning to read body language (nonverbal communication) is a crucial customer service skill since the majority of the sender’s meaning in a conversation comes from the non verbal cues that they send along with their verbal communication. For additional thought … Continue reading

Posted in communication skills, Customer communication, customer relationship management, Customer Service, customer service 101, customer service quoatation, customer service quotation, customer service quote, customer service skills, daily quote, daily quotes, methods of communication, nonverbal communication, quality customer service, quotations, Service 101 | Tagged , , | Comments Off on Quote About Communicating Through Body Language – Harvey Wolter

Your Customer Relations Are Directly Tied to Keeping Your Word

Customer service training for employees must cover basic customer service skills (i.e. verbal and nonverbal communication, how to build and maintain customer relationships that can lead to customer and brand loyalty and overall customer satisfaction). It must also emphasize how to handle situations when … Continue reading

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