Category Archives: Service breakdowns

Three Proven Strategies that Build Customer Loyalty

Most organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. Many of these companies spend large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in … Continue reading

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Handling Angry Customers

There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general … Continue reading

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Customer Perceptions Have An Impact On Customer Relations

Most customer service representatives go to work with the determination to deliver excellent customer service and achieve customer satisfaction. They typically have the customer service skills and knowledge needed to address their customer’s needs, wants and expectations. Even so, some things … Continue reading

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Appropriate Service Recovery Strategies Can Lead To Customer Satisfaction and Retention

Delivering excellent customer service should be the goal of every customer service representative and organization. Unfortunately, when things do not go as planned and customer service breakdowns occur, customer needs, wants and expectations are often not met. Obviously, this is when … Continue reading

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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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Target Unauthorized Access to Credit Card Data Will Impact Customer Trust

While no one died (as when someone tampered with Tylenol tablets  in the 80s) and the environment was not destroyed (as with the Exxon Valez in the 80s or BP oil spill in 2010), millions of loyal customers and potential Target … Continue reading

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Customer Satisfaction Quote – Donald Porter

Loyal customers are the most valuable asset an organization that an organization can have. By identifying and meeting their needs, wants and expectations, customer service representatives and other employees can help ensure that they not only demonstrate customer and brand … Continue reading

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Customer Service Quote – Kate Zabriskie

All customer service representatives and others in their organization  play an integral part in ensuring that they deliver the best possible customer service. Each person is responsible for having current product and service knowledge and skills in order to answer … Continue reading

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What is a Service Breakdown ?

Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations. In some cases the product or service delivered may function exactly as it was designed … Continue reading

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Dealing with Difficult Customers

You may think of difficult customer contacts as those in which you have to deal with negative, angry, demanding, or aggressive people. These are just a few of the types of potentially difficult interactions that you may encounter as a … Continue reading

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