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
Dealing with Difficult Customers You may think of difficult customer contacts as those in which you have to deal with negative, angry, demanding, or aggressive people. These are just a few of the types of potentially difficult interactions that you may encounter as a customer service representative. From time to time, you will also be … Read more
The Importance of Customer Service Representatives in Organizational Success The business of customer service is all about people. Whether you are the CEO discussing strategic relationships with potential business partners, a salesperson sharing product or service information with a potential customer, a call center representative gathering information from a caller on the phone, or a … Read more
Characteristics of Organizations with Strong Customer Service Cultures Many organizations struggle to gain and maintain strong customer and brand loyalty. However, what they often fail to do right is to create a service culture that nurtures and supports customers. The following are some common characteristics for leading-edge customer-focused organizations that you might use to help create … Read more
Listening to Customers Quote – Ross Perot “Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” Ross Perot Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; … Read more
Nonverbal Customer Communication Strategies As a customer service professional, it is impossible for you to “not” send nonverbal messages to your customers. They are evaluating you based on your posture, facial expressions, height, body type and condition, skin color, complexion, clothing, jewelry, and many other nonverbal cues. Your goal should be to eliminate communication barriers … Read more
Impact of Time on Customer Service The concept and value of time differ between individuals. Your personal perception of time may differ from that of others. For example, if you are looking forward to a vacation or other special event time often seems to drag on. If you are in a hurry or are late … 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
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
Successfully Addressing Diversity as a Service Provider As the world grows smaller economically and otherwise through world trade, international travel, outsourcing and off shoring of jobs, worldwide Internet access, international partnerships between organizations and technologically transmitted information exchange, the likelihood that you will have contact as a customer service provider with people from other cultures, … Read more
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