Tag Archives: customer service skills

Nonverbal Communication Skills in Customer Service

Effective nonverbal communication skills in customer service are the bedrock of understanding and customer satisfaction. This is especially true when dealing with people from different cultures. If you do not realize the power of the unspoken messages that you continually send with … Continue reading

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Active Listening – Your Key to Customer Service Success

Customer service success should be a primary goal for everyone in an organization. Since there is no organization without satisfied customers, making sure that they are understood and served effectively should be a strategic initiative. That means taking service down to a … Continue reading

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Ways to Avoid Assumptions When Communicating Across Cultures

During interpersonal communication, assumptions can sometimes result because of culturally specific understandings. Preconceived ideas can often cause relationship breakdowns and misunderstandings when dealing with a customer who speaks a different language. Even so, there are ways to avoid assumptions when communicating across cultures with … Continue reading

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Handling Angry Customers

There seem to be a number of issues that are driving the anger that many customers display when dealing with customer service representatives these days. Contributing factors might include the economy, displeasure with government, unemployment, perceived poor service in general … Continue reading

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Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: … Continue reading

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Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. … Continue reading

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Customer Relationship Management Initiatives Focus on Customer Loyalty and Retention

At one point in history, business owners knew their customers personally. They knew their customers’ families, what their religious affiliation was, and what was happening in their lives. Customers dealt with the owners of a business and had personal relationships with … Continue reading

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Customer Service Representative – Active Listening Tips

Before you can effectively listen to your customers or clients as a customer service representative you must first prepare to listen. That is because active listening is a learned skill and is different from the passive action of simply hearing sounds. … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer needs, customer relationship management, customer satisfaction, Customer Service, customer service over the telephone, customer service representatives, customer service skills, customer wants, delivering excellent customer service, listening skills, methods of communication, nonverbal communication, verbal communication skills | Tagged , , | Leave a comment

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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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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