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
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
Effective Listening Tips for Customer Service Representatives Active listening is a skill that has to be learned and developed over time. As a customer service representative, you must continually practice your listening skills in order to deliver good customer service. Many people believe they are doing so, when in fact, they are only hearing the words (which is a passive … 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
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
Impact of Demographics on Consumer Spending The world is shrinking as millions of consumers from various cultures and demographic backgrounds come together. In an age of lightning-fast technology and the ability to get onto a plane in the morning and be in another country within twenty-four hours, the likelihood that a customer service representative will … 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
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