Delivering Positive Customer Service Every Time With regular access to products and services from around the world, consumers no longer use cost as their single determining factor when making a buying decision. They look at other factors like delivery policy and times, quality, and levels of service received. Often, the deciding factor for some people … 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
Employee Training and Quality Customer Service Go Hand-In-Hand Training is a vehicle for preparing employees to better serve their customers and is an essential component of any organizational culture that supports customer service. That is why the importance of effective training for customer service representatives cannot be overstated. Managers of customer-focused organizations and many customer … Read more
U.S. House passes federal ‘customer service’ bill The House approved legislation that aims to improve “customer service” across federal agencies. The House passed the bill, the Government Customer Service Improvement Act (H.R. 1660), by unanimous consent on July 31. According to the bill’s sponsors, the legislation will build on existing performance management frameworks to track service … Read more
Customer Service Quote – Sam Walton “The goal as a company is to have customer service that is not just the best, but legendary.” – Sam Walton Founder of Walmart Customer service is not just the job of customer service representatives and others on the “front line.” It is a crucial role that everyone from … Read more
Provide the Best Customer Service Possible Providing the best customer service possible means that you do everything in your power to ensure that your customer’s needs, wants and expectations are met. Obviously, there are going to be times when challenges arise in service delivery, but that should not stop you from looking for practical and equitable … Read more
The Impact of Technology on Customer Service Organizations of all sizes in different parts of the world are struggling to harness the power of service technology to deliver the best customer service possible. The wonderful thing about changing technology is that through the use of new innovations, even small organizations can create an image equal … Read more
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
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
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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