Category Archives: Technology based customer service

More Typical Customer Contact Center Representative Competencies

In a previous blog article, I discussed crucial competencies call center and customer care center applicants and employees must possess to be successful when interacting with customers. In this article, I share more typical customer contact center representative competencies. I do … Continue reading

Posted in customer retention, customer satisfaction, Customer Service, customer service representatives, customer service skills, Technology based customer service, verbal communication skills | Tagged , , | Comments Off on More Typical Customer Contact Center Representative Competencies

Typical Customer Contact Center Representative Competencies

To perform well in a call center/customer care center, employees must possess some very special competencies or capacities/abilities to perform required job tasks. Because of the specific requirements of the job, organizations must look for candidates possessing many of these typical customer contact … Continue reading

Posted in communication skills, cultural diversity, Customer communication, customer expectations, customer needs, customer relationship management, Customer Service, customer service representatives, customer service skills, Technology based customer service | Tagged , , | Comments Off on Typical Customer Contact Center Representative Competencies

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

Internet Sales Revenue Continues to Climb from 2012-2017

  Ever since customers discovered the value and savings in time, effort and money from using the Internet to shop for products and services, the world has not been the same. Revenue generated from electronic commerce (ecommerce) continues its upward climb … Continue reading

Posted in consumer behavior, consumer behaviour, consumer spending, consumer spending habits, Customer Service Articles, customer service trends, delivering excellent customer service, ecommerce, Technology based customer service | Tagged , , | Comments Off on Internet Sales Revenue Continues to Climb from 2012-2017

Black Friday Stats Show 2013 Was a Huge Success

Each year, online and brick and mortar retailers strive to increase sales and revenues generated around the period of Thanksgiving and Black Friday. This year was no exception, with many companies offering pre-Black Friday deals followed by Cyber Monday opportunities … Continue reading

Posted in commerce, consumer behavior, consumer behaviour, consumer spending, consumer spending habits, customer service trends, Social media in customer service, Technology based customer service | Tagged , , , | Leave a comment

The Role of Technology in Customer Service

One thing is sure in today’s global economy; the Internet marketing and sales are major components of global and personal wealth strategy. Research conducted by McKinsey and Company “…into the Internet economies of the G-8 nations as well as Brazil, China, India, … Continue reading

Posted in consumer spending habits, Customer Service, customer service 101, global customer service, quality customer service, Technology based customer service | Tagged | Comments Off on The Role of Technology in Customer Service

Technology Is Rapidly Changing the Face of Customer Service

Customer service is changing rapidly as technology encroaches on the traditional world of retail marketing and sales.  Customer and brand loyalty are quickly becoming a thing of the past as many customers search for the finest quality at the cheapest … Continue reading

Posted in commerce, consumer behavior, consumer behaviour, customer expectations, Customer Service, customer service 101, customer service management, customer service representatives, customer wants, quality customer service, Service 101, Technology based customer service | Tagged , , , , , , , , , , | Comments Off on Technology Is Rapidly Changing the Face of Customer Service

Quote on Change – Charles Darwin

Change is a constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and may other factors … Continue reading

Posted in demographics, global customer service, impact of diversity on customer service, quotations, Technology based customer service | Tagged , , , | Comments Off on Quote on Change – Charles Darwin

U.S. House passes federal ‘customer service’ bill

The House approved legislation that aims to improve “customer service” across federal agencies.  The House passed the bill, the Government Customer Service Improvement Act (H.R. 1660), by unanimous consent on July 31. According to the bill’s sponsors, the legislation will build … Continue reading

Posted in Customer Service, customer service standards, Technology based customer service | Tagged , , , , | Comments Off on U.S. House passes federal ‘customer service’ bill

Effectively Taking Telephone Messages

Have you ever called a business only to have the person on the other end of the phone stumble through information gathering when trying to take a message for someone else? If so, you are not alone. It often seems … Continue reading

Posted in buisiness phone greetings, business phone etiquette, communication skills, Customer communication, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service over the telephone, customer service representatives, customer service skills, delivering excellent csutomer service, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, Service 101, taking a phone message, Technology based customer service, telephone etiquette | Tagged , , , , , , , | Comments Off on Effectively Taking Telephone Messages