Customer Service Excellence Quote – Tony Alessandra “Good customer service is hard to find today.” How many times have you heard that statement? As a service provider (and we all are in any organization of more than one person since we all have internal customers), your goal should be to prepare to deliver excellent customer service … Read more
Key Elements of a Positive Customer Service Culture Managers often talk about the importance of establishing a customer service culture. Unfortunately, employees often do not know what that means because they do not receive training to help them understand their role in the process. This article outlines four key elements of a positive customer service culture. 1. Make internal customers … Read more
Use Positive Verbal Communication to Avoid Customer Relationship Breakdowns Customer service representatives and their organizations spend a lot of time, effort and money creative a positive service culture designed to attract, nurture and retain customers. Because of this, it only makes sense that when you are interacting with your internal and external customers that you … Read more
Building Customer Relationships – Four Crucial Factors That Impact Service Outcomes Customer relationships are impacted by many factors that begin once a customer and customer service representative or other employee comes into contact with a current or potential customer. These people are either internal customers who work for the organization or external customers from outside … Read more
Characteristics of Organizations with Strong Customer Service Cultures Many organizations struggle to gain and maintain strong customer and brand loyalty. However, what they often fail to do right is to create a service culture that nurtures and supports customers. The following are some common characteristics for leading-edge customer-focused organizations that you might use to help create … Read more
Customer Service Quote – Sam Walton “The goal as a company is to have customer service that is not just the best, but legendary.” – Sam Walton Founder of Walmart Customer service is not just the job of customer service representatives and others on the “front line.” It is a crucial role that everyone from … Read more
Impact of Time on Customer Service The concept and value of time differ between individuals. Your personal perception of time may differ from that of others. For example, if you are looking forward to a vacation or other special event time often seems to drag on. If you are in a hurry or are late … Read more
Creating a Service Culture Most workers do not realize that everyone in the organization, from the CEO down, is in the service business and is responsible for helping create and maintain the service culture. This means that whether you world with external customers (people who contact you and pay for your products and services) or … Read more
Avoiding Customer Service Breakdowns There are a number of things that you might do as a customer service representative that can irritate customers or cause them to form a negative opinion of your or your organization. Remember that your goal should be to project a professional presence, help create a positive service culture and provide the … Read more
Improving Customer Service With Active Listening Skills Delivering excellent customer service to your internal and external customers requires strong interpersonal communication skills, especially in the area of listening. Listening effectively is the primary means that many customer service representatives use during communication to determine the needs of their customers. Many times, these needs are not … Read more
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