Category Archives: what is service culture

Is Customer Service Week the Best Time to Show Customer Appreciation?

          Have you noticed how many articles and references are flying around stores and on the Internet regarding the importance of Customer Service Week (October 6-10, 2014)? Service providers are wearing shirts and hats and articles abound … Continue reading

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A 100 Percent ATTITUDE Is Crucial for Customer Service Representatives

Organizations are constantly looking for better ways to increase customer satisfaction, generate additional revenue and spark customer retention. While some customer service professionals say that brand loyalty and keeping customers for life is an unachievable goal, there are some strategies … Continue reading

Posted in brand loyalty, communication skills, customer centric, Customer communication, customer loyalty, customer retention, customer satisfaction, Customer Service, customer service across cultures, customer service representatives, customer service skills, employee attitude, listening skills, nonverbal communication, quality customer service, verbal communication skills | Tagged , , | Leave a comment

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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Three Negative Nonverbal Messages To Avoid When Serving Customers

Some customer service representatives develop unproductive nonverbal behaviors without even realizing it. These may be nervous habits or mannerisms carried to excess (scratching, pulling an ear, or playing with hair). In a customer service environment, you should try to minimize … Continue reading

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Two Strategies for Reducing Stress in a Customer Service Environment

In a struggling economy, customer service managers around the world realize the value of providing service on demand and maintaining customer-centric environments. With the competition for customers, many organizations are making ongoing advances in system efficiency to address customer needs. … Continue reading

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Encouraging Customer Loyalty Can Result in Increased Customer Retention

If you are a customer service representative, one of your key roles is to help create a customer-centric environment designed to identify and meet customer expectations. To accomplish this, you must ensure that you continue to enhance your knowledge of the organization’s products and services. You must also … Continue reading

Posted in customer centric, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, Customer Service, customer service quotation, customer service quote, customer service representatives, customer service skills, customer wants, daily quote, daily quotes, delivering excellent customer service, quotations | Tagged , , , | Comments Off on Encouraging Customer Loyalty Can Result in Increased Customer Retention

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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Build Customer Relations – PLAN for Positive Customer Interactions

Customer service representatives are on the front line when it comes to making a positive first impression on potential and current customer. What you do (of do not do), say, and how you act with customers can either help build … Continue reading

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Delivering Positive Customer Service in a Global Work Environment

What is Positive Global Customer Service? It is recognizing that you are dealing with unique individuals at each contact point with a customer or potential customer and taking the time to listen effectively, respond appropriately and address their needs. It … Continue reading

Posted in cultural awareness, cultural diversity, customer centric, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service across cultures, customer service diversity, customer service representatives, customer service skills, customer wants, delivering excellent customer service, methods of communication | Tagged , | Comments Off on Delivering Positive Customer Service in a Global Work Environment

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