Tag Archives: excellent customer service

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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The Cost of Poor Customer Service

A recent experience with Century Link recently validated what I regularly tell customer service workshop participants and readers of my customer service books. I thought I’d share it with you along with customer service success tips that can improve customer service … 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

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Taking A Customer for Granted Can Lead To Customer Service Breakdowns

Taking a customer for granted is something that a customer service representative should never do. That is because customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, … 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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Customer Service Training Activity – Subconscious Gender Stereotypes

Since ongoing gender communication and interactions between employees and customers is a daily event in most workplaces; organizations must help employees at all levels identify and correct negative stereotypes that might exist between male and female employees. The following activity is a simple … Continue reading

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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 … Continue reading

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Use Head Nodding Effectively With Customers to Avoid Misunderstandings

Nodding of the head is often used (and overused) by many people to signal agreement or to indicate that they are listening to a speaker during a conversation. As a customer service representative, you must be careful to occasionally pause … Continue reading

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Imrpoving 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 … Continue reading

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The Challenges of Building Positive Customer Relationships In a Global World

In a global customer service world, there are potential relationship “minefields” that can cause problems related to trust. This is because for customers from many countries (e.g. Bangladesh, Brazil, China, Egypt, Japan, Philippines, Kuwait, Turkey, Mexico, South Korea, and Vietnam), … Continue reading

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