Successfully Addressing Diversity as a Service Provider As the world grows smaller economically and otherwise through world trade, international travel, outsourcing and off shoring of jobs, worldwide Internet access, international partnerships between organizations and technologically transmitted information exchange, the likelihood that you will have contact as a customer service provider with people from other cultures, … Read more
Two Tips for Building Strong Customer Relationships Customers like doing business with those who understand them and their needs and go out of their way to deliver timely and quality services and products at a fair price. This can lead to consumer satisfaction and that is a big factor for many customers in remaining loyal … Read more
The Role of Gestures in Positive Customer Service The use of nonverbal communication with your head, hands, arms, and shoulders to accentuate verbal messages can add color, excitement, and enthusiasm to your interactions with customers. Using physical movements naturally during a conversation may either help make a point or result in added credibility. Typically, movements or gestures … Read more
Recovering from Customer Service Breakdowns Customers are better educated and have access to a more competitive product and service information that at any time in history. The result is that when they contact a customer service representative, they have specific wants, needs, and expectations. When their preconceived ideas are not met, service breakdowns are likely … Read more
The Role of Eye Contact in Customer Service in a Diverse World It has been said that the eyes are “the windows to the soul.” Eye contact is very powerful. This is why criminal investigators are often taught to observe eye movement in order to help determine whether a suspect is being truthful or not. … Read more
Three Tips for Developing Customer and Brand Loyalty Companies and customer service representatives are always looking for ways to develop a service culture that can increase customer and brand loyalty in today’s global competitive business environment. By exhibiting basic customer service skills and delivering excellent customer service with each customer-provider encounter, the chances that a customer … Read more
Four Tips for Delivering Customer Service in a Diverse World The world is much smaller than it was several decades ago. More expendable income, ease of travel and technology have closed the distance and communication gaps that were formerly in place. As a result, you are likely to encounter customers from various cultures and backgrounds … Read more
What is Service Culture? An organization’s service culture encompasses its products and services, employees and the physical appearance of its facility, equipment, or any other aspect of the organization with which a customer comes into contact. Managers in successful organizations are keenly aware of the importance of all these elements and continually assess the impact … Read more
Service Recovery Strategies: Rebuilding customer relationships after breakdowns Managing conflict with customers involves more than just resolving the disagreement. If you fail to address the emotional and psychological needs of those involved, you may find the conflict returning, repercussions and/or severe damage to the customer-provider relationship may occur. Often poorly handled service recovery efforts result in … Read more
Strengthening Customer Communication Customers who feel that they have an active role and control of a service-provider interaction often feel more important and valued. Improved interpersonal communication can lead to higher levels of customer satisfaction and retention and reduced stress for you and your co-workers. Take advantage of the following strategies to build stronger relationships … Read more
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