231 Ways to Say I Love You…and Mean It by Robert W. Lucas The latest book by Robert (Bob) W. Lucas — 231 Ways to Say I Love You and Mean It is now available. The book provides a convenient reference source and a reminder to anyone who is in love with another person and … Read more
Nonverbal Communication Success Tip Whether you are dealing with customers or potential customers, never forget that the way that you communicate verbally and nonverbally (interpersonal communication skills) will determine the outcome of your interactions. In particular, nonverbal cues can often override your spoken words. Personality types, cultural and educational background, the environment in which people … 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
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
What is a Service Breakdown? Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations. In some cases the product or service delivered may function exactly as it was designed or promised, still, if the customer perceived that it should … Read more
Elements of a Service Culture A positive service culture is crucial for organizations that want to remain competitive and build brand and customer loyalty. Many elements define a successful service organization. Some of the more common are: Service philosophy or mission: The direction or vision of an organization that supports day-to-day interactions with the customer. … 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
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