Category Archives: Service recovery

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 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

Posted in brand loyalty, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service quote, customer service representatives, customer service skills, customer wants, daily quote, delivering excellent csutomer service, quality customer service, quotations, Service breakdowns, Service recovery | Tagged , , , | Comments Off on Customer Perceptions Have An Impact On Customer Relations

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

Posted in customer needs, customer retention, customer satisfaction, customer wants, delivering excellent customer service, Service breakdowns, Service recovery | Tagged , , , | Leave a comment

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

Posted in brand loyalty, Customer communication, customer expectations, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service representatives, quality customer service, Service breakdowns, Service recovery | Tagged , , | Comments Off on Target Unauthorized Access to Credit Card Data Will Impact Customer Trust

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

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 service quotation, customer service quote, customer wants, delivering excellent customer service, quality customer service, quotations, Service 101, Service breakdowns, Service recovery | Tagged , , | Comments Off on Customer Satisfaction Quote – Donald Porter

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

Posted in customer centric, Customer communication, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service skills, delivering excellent customer service, global customer service, impact of diversity on customer service, quality customer service, Service breakdowns, Service recovery | Tagged , , , | Comments Off on Dealing with Difficult Customers

Customer Service Inspirational Quote – Sam Walton

A key to being a successful customer service representative is gaining the knowledge and skills necessary to deal with a changing global business environment. In today’s world, it is not enough for service providers to simply be knowledgeable about their … Continue reading

Posted in cultural diversity, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service quoatation, customer service quotation, customer service quote, customer service representatives, customer service skills, delivering excellent customer service, demographics, global customer service, impact of diversity on customer service, quality customer service, quotations, Service 101, Service recovery | Tagged , , , , | Comments Off on Customer Service Inspirational Quote – Sam Walton

Service Recovery Quote – Donald Porter

The question of “What is good customer service” has been brought up occasionally in customer service workshops that I have done. And, while there is no one answer to the query, there are certainly a number of elements that do fall … Continue reading

Posted in customer centric, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service quoatation, customer service skills, customer wants, employee attitude, quality customer service, Service 101, Service breakdowns, Service recovery, what is service culture | Tagged , , , , , | Comments Off on Service Recovery Quote – Donald Porter

Customer Service Quote – The Value of Dissatisfied Customers

Customers who are unhappy or dissatisfied can be a real challenge for many customer service representatives. They require additional time and effort to appease, they can create a public display, and they can also affect organizational and service provider satisfaction … Continue reading

Posted in customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service quoatation, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, employee attitude, quality customer service, quotations, Service 101, Service breakdowns, Service recovery, Uncategorized | Tagged , , , , | Comments Off on Customer Service Quote – The Value of Dissatisfied Customers

Service Recovery Strategies: Rebuilding customer relationships after breakdowns

Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often … Continue reading

Posted in customer appreciation, Customer communication, Customer Service, customer service across cultures, Customer Service Articles, customer service skills, Service 101, Service breakdowns, service culture, Service recovery | Tagged , , , , , , , , , , | Comments Off on Service Recovery Strategies: Rebuilding customer relationships after breakdowns