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
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
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