The Impact of Technology on Customer Service Organizations of all sizes in different parts of the world are struggling to harness the power of service technology to deliver the best customer service possible. The wonderful thing about changing technology is that through the use of new innovations, even small organizations can create an image equal … Read more
Stress Reduction for Service Providers Stress is a common complaint for many call center representatives and face-to-face customer service providers. It is created by many things in a person’s personal and professional life. Often it is caused by the one element of the service environment that no service provider can avoid — people. If something or … Read more
Three Simple Strategies To Encourage Customer and Brand Loyalty Customer service representatives and all other employees in the organization should have one goal in mind when interacting with other…building stronger customer-service provider relationships. The global economy of today is dominated by technology. That puts your competitors from around the world only one mouse click away … Read more
Delivering Customer Service to a Diverse Customer Base Personal awareness on the part of customer service representatives is the first step in delivering customer service to a diverse customer base. The word diversity encompasses a broad range of differences. Many people only associate the term diversity with cultural diversity, which has to do with the … Read more
Customer Attitudes Are Affecting Service Delivery Companies today are struggling with not just providing a good or excellent customer service. They now are searching for ways to provide the best customer service possible in order to stay competitive in a globally competitive marketplace. One of the biggest challenges for many organizations is that customer behavior … Read more
Impact of the Recession on Customer Loyalty Many business owners and managers will tell you that they are struggling to maintain market share and service levels to guarantee customer loyalty. This has been a trend for a number of years and particularly became difficult once the recent economic downturn kicked into full swing. To off-set the … Read more
Nonverbal Communication That Can Impact Customer Relationships There are many ways in which customer service representatives communicate with customers face-to-face and via technology. One of the most powerful techniques is through nonverbal cues or messages they send subconsciously. Often these unspoken messages are more powerful than those delivered through words. The following chart indicates some common … 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
Enhancing Non-verbal Communication With Customers As a customer service representative or another person in contact with your organization’s customers, you should continually be aware of the impact that your verbal and nonverbal messages have on others. Part of this awareness it to strive to enhance your nonverbal communication skills and better understand how silent messages … 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
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