Telephone Etiquette Sends a Powerful Customer Service Message There is no excuse for poor telephone etiquette or lack of professionalism when you answer the phone as a representative of your organization. Take the time to plan your approach BEFORE a customer calls so that when you receive a call, you are prepared to positively impress … 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
Creating a Service Culture Most workers do not realize that everyone in the organization, from the CEO down, is in the service business and is responsible for helping create and maintain the service culture. This means that whether you world with external customers (people who contact you and pay for your products and services) or … Read more
Avoiding Customer Service Breakdowns There are a number of things that you might do as a customer service representative that can irritate customers or cause them to form a negative opinion of your or your organization. Remember that your goal should be to project a professional presence, help create a positive service culture and provide the … Read more
Customer Service Strategies That Aid Customer Satisfaction and Retention It seems like many organizations are spending a lot of time, effort and money try to impress or “wow” customers, rather than focusing on solid strategies for simply giving them what they want and expect. Unfortunately, a lot of people I know tell me that they … Read more
Superior Customer Service at Fields Chrysler Jeep Dodge Ram When was the last time you actually “enjoyed” a car buying experience? The answer for me is never in the past 40 years,,, until I recently visited the Fields Chrysler Jeep Dodge Ram dealership in Sanford, Florida to purchase a car for my wife. As a … Read more
Customer Service Skills for Success – Tips for Delivering Excellent Customer Service In one of my books, Customer Service: Skills for Success, I feature how-to strategies on topics for customer service representatives that can assist in moving from good customer service to excellent customer service delivery. By applying strategies found in the text, customer service professionals can enhance … Read more
Non-verbal Communication Quote – Robert W. Lucas Customer service representatives are often the first people with whom a current or potential customer comes into contact when reaching out to an organization. Their role is to quickly and professionally use their customer service skills to assist in resolving issues or concerns or providing products and services … Read more
Nonverbal Differences in Cross-Cultural Communication Working in a diverse world can present interesting, yet sometimes challenging, opportunities for today’s customer service representatives. If you earn your living by providing products and services to others, you should invest time and effort to learn about nonverbal differences in cross-cultural communication. It is sometimes easy to forget that … Read more
Happy Waitress Even Happier After Receiving Astounding Tip Many servers in the restaurant and hospitality industries and well, as customer service professionals in general, are underpaid and often overworked. This is unfortunate because, like many customer service representatives who work for minimum wage or less, they often do not make enough to pay for basic essentials. It … Read more
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