Sign Up and receive a free PDF – Effectively Managing Your Time for Better Customer Service. PDFs BY ROBERT W. LUCAS The following PDFs were written by Robert W. Lucas Content for the publications is derived from the author’s subject expertise, experience, and research. Branding is the process through which all successful people and organizations become … Read more
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
Customer Service Skill – 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 this skill, especially as part of telephone … Read more
The Role of Facial Expressions in Customer Service A major component of delivering stellar customer service to your customers is to continually hone your customer service skills in the area of communication so that you are able to deliver the best customer service possible. For example, there are so many different messages that can be … Read more
Customer Service in a Diverse World Have you ever experienced a situation in which you were in a place of business and either had a service provider make a derogatory statement to you about another customer or group of customers or overheard two employees sharing negative comments about other customers? In many instances comments or … 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
Customer Service Skills That Lead to Customer Satisfaction As a customer service professional, what can you do to enhance customer satisfaction and build a lasting relationship with your customers? If you answered “improve your customer service skills and knowledge,” you are correct. Unfortunately, many managers and their organizations do not take the time to invest … Read more
Customer Service Quote – Robert Lucas “Effective customer service is often the deciding factor in a globally competitive world” Robert W. Lucas, Author of Please Every Customer. National Customer Service Week was established by the International Customer Service Association (ICSA) in 1988 as a way for businesses and organizations to recognize the efforts of … Read more
Preparing Customer Service Representatives Preparing customer service representatives in the twenty-first century has become a prime strategic initiative in many organizations. That is because they face many challenges in achieving customer satisfaction, increasing customer retention and building customer loyalty that their predecessors did not experience. Technology continues to move at a break-neck pace, while the world economy … Read more
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 basic level with each encounter when … Read more
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