Search Results for: diverse customers

Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

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Effective Listening and Interpersonal Communication Skills for Customer Service Representatives Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. After all, don’t they do … Read more

Customer Relationship Management Initiatives Focus on Customer Loyalty and Retention

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Customer Relationship Management Initiatives Focus on Customer Loyalty and Retention At one point in history, business owners knew their customers personally. They knew their customers’ families, what their religious affiliation was, and what was happening in their lives. Customers dealt with the owners of a business and had personal relationships with them. That was then, and … Read more

The Cost of Poor Customer Service

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The Cost of Poor Customer Service A recent experience with Century Link recently validated what I regularly tell customer service workshop participants and readers of my customer service books. I thought I’d share it with you along with customer service success tips that can improve customer service in any organization. To reduce expenses, I decided to … Read more

Customer Service Training Activity – Subconscious Gender Stereotypes

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Customer Service Training Activity – Subconscious Gender Stereotypes Since ongoing gender communication and interactions between employees and customers is a daily event in most workplaces; organizations must help employees at all levels identify and correct negative stereotypes that might exist between male and female employees. The following activity is a simple means for getting adult learners active in … Read more

Customer Service Representatives Have to Power to Help or Hurt Their Organization

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Customer Service Representatives Have to Power to Help or Hurt Their Organization You may have heard that one person can make a difference in the world. Well, one customer service representative can make a difference in the level of success that is achieved by an organization. Think about the fact that if you are in … Read more

Delivering Positive Customer Service in a Global Work Environment

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Delivering Positive Customer Service in a Global Work Environment What is a Positive Global Customer Service? It is recognizing that you are dealing with unique individuals at each contact point with a customer or potential customer and taking the time to listen effectively, respond appropriately and address their needs. It is also taking ownership and … Read more

The Challenges of Building Positive Customer Relationships In a Global World

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The Challenges of Building Positive Customer Relationships In a Global World In a global customer service world, there is a potential relationship “minefields” that can cause problems related to trust. This is because for customers from many countries (e.g. Bangladesh, Brazil, China, Egypt, Japan, Philippines, Kuwait, Turkey, Mexico, South Korea, and Vietnam), building a strong … Read more

Changing Consumer Values Are Impacting Customer Service

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Changing Consumer Values Are Impacting Customer Service Throughout the world, there has been a tremendous amount of dynamic change in recent decades due to economic instability, quickly expanding and enhanced technology, global mobility where people move quickly and frequently, and other factors outlined in this chapter. The result has been a gradual shift in what … Read more

Customer Service Training Should Address Nonverbal Communication

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Customer Service Training Should Address Nonverbal Communication Good verbal and nonverbal communication skills are crucial for any customer service representative who wants to deliver the best customer service possible. This is why any customer service training should address nonverbal communication. The art of sending and receiving messages through words and with facial expressions, gestures, and … Read more

Four Tips for Delivering Exceptional Customer Service

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Four Tips for Delivering Exceptional Customer Service Each customer is unique, yet similar. The challenge is to identify their specific needs, wants and expectations and they work hard to meet and exceed those. The following tips can help you provide better service to all your customers: To aid you in your quest for providing the … Read more

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