Category Archives: telephone etiquette

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

Interpersonal Communication Skills Quote – Robert W. Lucas

Excellent customer service skills are crucial if you want to deliver the best possible service to your internal and external customers. By practicing positive interpersonal skills such as, verbal and nonverbal communication, eye contact, gesturing, body language and listening skills, … Continue reading

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Improving Your Listening Ability Can Aid Customer Service

Effective listening skills are crucial in building and maintaining relationships with other people, especially in a customer service environment. Unfortunately, it is a skill that many people do not learn or practice well. To improve your ability to effectively and … Continue reading

Posted in communication skills, Customer communication, customer relationship management, customer satisfaction, Customer Service, customer service over the telephone, customer service skills, delivering excellent customer service, methods of communication, Projecting a positive telephone service image, quality customer service, Service 101, taking a phone message, telephone etiquette | Tagged , , | Comments Off on Improving Your Listening Ability Can Aid Customer Service

Listening to Customers Quote – Ross Perot

Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; you must get their intended meaning. To do this you must stop everything else you are … Continue reading

Posted in communication skills, Customer communication, customer relationship management, customer satisfaction, Customer Service, customer service 101, customer service quoatation, customer service skills, delivering excellent csutomer service, delivering excellent customer service, methods of communication, quality customer service, quotations, Service 101, telephone etiquette | Tagged , , , , | Comments Off on Listening to Customers Quote – Ross Perot

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

Customer Service Representative Skill- Building – Listening to the Customer

Successful listening is essential for any customer service representative to achieve customer service excellence. Like any other customer service skill, active listening is a learned behavior that some people perform better than others. To provide the best customer service possible you must master … Continue reading

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Effective Listening Tips for Customer Service Representatives

Active listening is a skill that has to be learned and developed over time. As a customer service representative, you must continually practice your listening skills in order to deliver good customer service. Many people believe they are doing so, when in … Continue reading

Posted in Customer communication, customer satisfaction, customer service 101, customer service over the telephone, customer service representatives, customer service skills, delivering excellent customer service, Projecting a positive telephone service image, Service 101, telephone etiquette, Uncategorized | Tagged , , , , , , , | 2 Comments

Telephone Etiquette Sends a Powerful Customer Service Message

There is no excuse for poor telephone etiquette or lack of professionalism when you answer the phone as a representative of your organization. Take the time to plan your approach BEFORE a customer calls so that when you receive a … Continue reading

Posted in buisiness phone greetings, business phone etiquette, customer centric, Customer communication, customer satisfaction, Customer Service, customer service over the telephone, customer service skills, customer-focused organizations, Projecting a positive telephone service image, quality customer service, Service 101, service culture, taking a phone message, Technology based customer service, telephone etiquette | Tagged , , , , , , , , | Comments Off on Telephone Etiquette Sends a Powerful Customer Service Message