Category Archives: service culture

Delivering Excellent Customer Service as Part of a Service Culture

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

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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

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What Is Organizational Service Culture?

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

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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

The Impact of Customer Expectations on Customer Service

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

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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

Four Tips for Delivering Exceptional Customer Service

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 , , , | Comments Off on Four Tips for Delivering Exceptional Customer Service

Florida Hospital Altamonte – A Positive Approach to Customer Service

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 , , , , | Comments Off on Florida Hospital Altamonte – A Positive Approach to Customer Service

Three Tips to Enhance Customer Service

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 , , , , , , , , | Comments Off on Three Tips to Enhance Customer Service

Elements of a Service Culture

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 , , , | Comments Off on Elements of a Service Culture