Category Archives: service culture

Delivering Excellent Customer Service as Part of a Service Culture

Posted on March 27, 2016 by admin

Delivering excellent customer service as part of a service culture has become a pivotal determinant in global competition between organizations. As the world has gotten smaller because or geopolitical changes, trade agreements, personal mobility and connections via technology, the way that companies provide … Continue reading →

Posted in customer expectations, customer needs, customer retention, customer satisfaction, Customer Service, customer service representatives, delivering excellent customer service, service culture | Tagged customer service, reducing customer churn | Comments Off

Create a Positive Customer Service Culture by Making Customers Feel Valued

Posted on August 21, 2014 by admin

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 customer service tips, employee empowerment, frontline customer service, interpersonal communication skills | Leave a comment

What Is Organizational Service Culture?

Posted on June 14, 2014 by admin

Promoting a positive service culture is one way to help ensure organizational success. Without the mechanisms and atmosphere to support frontline service, the other components of the business environment cannot succeed. Put simply, organizational culture is what the customer experiences. … Continue reading →

Posted in customer retention, Customer Service, customer service skills, delivering excellent customer service, service culture, what is service culture | Tagged customer service skills, customer service tips, good customer service skills | Comments Off

Customer Service Skills for Success 6th by Robert W. Lucas Now Available

Posted on April 17, 2014 by admin

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 customer service exellence, customer service tips, what is customer service | Comments Off

The Impact of Customer Expectations on Customer Service

Posted on January 21, 2014 by admin

Customers come to you and your organization expecting that certain things will occur in regard to the products and services they desire. If you and other customer service representatives or employees fail to deliver them, your customers can easily desert to … Continue reading →

Posted in brand loyalty, customer appreciation, customer centric, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, service culture | Tagged customer centric organizations, customer expectations, customer satisfaction | Comments Off

Customer Service Quote – Michael LeBoeuf

Posted on January 17, 2014 by admin

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 customer loyalty, customer service representative, QUote by Michael LeBoeuf | Comments Off

Four Tips for Delivering Exceptional Customer Service

Posted on December 4, 2013 by admin

Each customer is unique, yet similar. The challenge is to identify their specific needs, wants and expectations and them work hard to meet and exceed those. The following tips can help you provide better service to all your customers: To … Continue reading →

Posted in brand loyalty, communication skills, consumer behavior, consumer behaviour, cultural awareness, cultural diversity, 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 diversity, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture | Tagged best possible customer service, exceeding customer needs, excellent customer service, wants and expectations | Comments Off

Florida Hospital Altamonte – A Positive Approach to Customer Service

Posted on November 8, 2013 by admin

As I often do in my books, articles and blog, I like to share positive customer service examples like the one I am currently experiencing this weekend as a patient at the Florida Hospital in Altamonte Springs, Florida. It is always nice to … Continue reading →

Posted in communication skills, customer centric, Customer communication, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service management, customer service skills, customer service training, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture, verbal communication skills, what is service culture | Tagged best customer service, customer service, customer service skills, healthcare customer service, how to improve customer service | Comments Off

Three Tips to Enhance Customer Service

Posted on November 1, 2013 by admin

Many things interfere with a customer service representative’s ability to effectively deliver customer service and help build customer and brand loyalty by increasing their satisfaction levels.Here are three tips for effectively dealing with potential problem areas that can interfere with your ability … Continue reading →

Posted in brand loyalty, communication skills, 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 representatives, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, Service breakdowns, service culture, verbal communication skills | Tagged building customer loyalty, customer retention, customer service, customer service skills, hoe to improve customer satisfaction, improve customer service, improving customer service, tips for customer service, tips for good customer service | Comments Off

Elements of a Service Culture

Posted on October 15, 2013 by admin

A positive service culture is crucial for organizations that want to remain competitive and build brand and customer loyalty. Many elements define a successful service organization. Some of the more common are: Service philosophy or mission: The direction or vision … Continue reading →

Posted in brand loyalty, customer appreciation, customer centric, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture, what is service culture | Tagged creating a service culture, customer service culture, service culture, what is a service culture | Comments Off