Quote On Communicating Through Body Language – Harvey Wolter Learning to read body language (nonverbal communication) is a crucial customer service skill since the majority of the sender’s meaning in a conversation comes from the non-verbal cues that they send along with their verbal communication. Famous Harvey Wolter Quotes “You can tell a lot by … Read more
Customer Relations is Directly Tied to Keeping Your Word Customer service training for employees must cover basic customer service skills (i.e. verbal and nonverbal communication, how to build and maintain customer relationships that can lead to customer and brand loyalty and overall customer satisfaction). It must also emphasize how to handle situations when something goes wrong and teach how to … Read more
Building Customer Relationships Leads to Customer Satisfaction When was the last time that you had a positive, memorable customer service experience at a bank, store, laundry or other organization? In an age when technology-based service dominates many aspects of business, many organizations have lost the ability to make customers feel special and appreciated. Smart managers and … Read more
The Impact of Gender Roles on Customer Service Culturally and individually, people view the role of men and women differently. Although gender roles are continually evolving throughout the world, decision-making and authority are often clearly established as male prerogatives within many cultures, subcultures, or families. For example, in some Middle Eastern, Asian, South American, and … Read more
Customer Service Skills for Success 6th by Robert W. Lucas Now Available The top-selling customer service textbook in the United States, Customer Service Skills for Success by Robert W. Lucas, is now in print from McGraw-Hill. This 6th edition includes a four-color layout with more images to enhance the content and a completely changed graphic appearance. … Read more
Positive Customer Service Experience at the Casselberry, Florida T-Mobile When I ask learners or audience members in my training or presentation groups to relate a story of a recent customer service experience they had, I typically hear of a negative encounter that they remember. Unfortunately, that is the norm that many people who deal with service providers experience, especially … Read more
The Role of Gestures in Positive Customer Service The use of nonverbal communication with your head, hands, arms, and shoulders to accentuate verbal messages can add color, excitement, and enthusiasm to your interactions with customers. Using physical movements naturally during a conversation may either help make a point or result in added credibility. Typically, movements or gestures … 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
The Role of Eye Contact in Customer Service in a Diverse World It has been said that the eyes are “the windows to the soul.” Eye contact is very powerful. This is why criminal investigators are often taught to observe eye movement in order to help determine whether a suspect is being truthful or not. … Read more
Customer Service Skills for Success – Tips for Delivering Excellent Customer Service In one of my books, Customer Service: Skills for Success, I feature how-to strategies on topics for customer service representatives that can assist in moving from good customer service to excellent customer service delivery. By applying strategies found in the text, customer service professionals can enhance … Read more
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