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
Why Internet Sales Revenue Continues to Climb over Five Years Ever since customers discovered the value and savings in time, effort and money from using the Internet to shop for products and services, the world has not been the same. Revenue generated from electronic commerce (eCommerce) continues its upward climb each year. According to eMarketer.com (April … Read more
Black Friday Stats Show a Huge Success Each year, online and brick and mortar retailers strive to increase sales and revenues generated around the period of Thanksgiving and Black Friday. This year was no exception, with many companies offering pre-Black Friday deals followed by Cyber Monday opportunities to attract customers and generate sales, customers were … Read more
Interpersonal Communication Quote – Theodore Roosevelt The most important single ingredient in the formula of success is knowing how to get along with people. — Theodore Roosevelt, Theodore Roosevelt, Jr. (1858 – 1919), also known as ‘Teddy’, was an American statesman, author, explorer, soldier, naturalist, and reformer. He served as the 26th President of the … Read more
Process Improvement Quote – Stephen Covey “If we keep doing what we’re doing, we’re going to keep getting what we’re getting.” – Stephen Covey Customers generally do not like being kept waiting when your system is not functioning properly. They rightfully view their time as valuable. In today’s “I want it and I want … Read more
Process Improvement Quote – Bill Gates Organizations that remain vigilant by continually seeking process improvement and looking for ways to enhance the service experience for their customers are the ones that survive in a turbulent time. By investing time, effort and money into employee training and development of new ways to stay competitive, these organizations … Read more
Quote on Change – Charles Darwin Change is constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and many other factors that have required service providers and organizations to adapt. Some … Read more
Listening Quote – Ralph Nichols Actively listening to your customers is one of the easiest ways to ensure that you not only get the correct message that they send, but also that you show respect and you care about them. As you listen to your customers, you also start to better understand them and recognize … Read more
Nonverbal Communication Quote – Peter F. Drucker Various studies indicate that the majority of message meaning during an interaction between two people is often received through nonverbal means (e.g. facial expressions, gestures, and vocal qualities). Even as you speak to your customers, they are likely to be extracting additional messages from your physical presence, how … Read more
Effectively Taking Telephone Messages Have you ever called a business only to have the person on the other end of the phone stumble through information gathering when trying to take a message for someone else? If so, you are not alone. It often seems that companies are not investing in basic customer service skills training … Read more
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