Building Customer Satisfaction There are many elements in a service environment that contribute to a customer-centric atmosphere. One of the key components for building customer satisfaction is sound interpersonal communication. Effective verbal, nonverbal and written communication with customers is simple and inexpensive ways to ultimately gain customer loyalty. Simply put, you must be able to articulate or clearly explain (verbally and in … Read more
4 Customer Service Skills That Can Help Enhance Customer Satisfaction Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: Face-to-face. Over the telephone. Via … Read more
A 100 Percent ATTITUDE Is Crucial for Customer Service Representatives Organizations are constantly looking for better ways to increase customer satisfaction, generate additional revenue and spark customer retention. While some customer service professionals say that brand loyalty and keeping customers for life is an unachievable goal, there are some strategies that can strengthen the customer-provider … Read more
Customer Service Representative – Active Listening Tips Before you can effectively listen to your customers or clients as a customer service representative you must first prepare to listen. That is because active listening is a learned skill and is different from the passive action of simply hearing sounds. Not only do you need to take … Read more
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
Building Customer Relationships – Four Crucial Factors That Impact Service Outcomes Customer relationships are impacted by many factors that begin once a customer and customer service representative or other employee comes into contact with a current or potential customer. These people are either internal customers who work for the organization or external customers from outside … Read more
Use Head Nodding Effectively With Customers to Avoid Misunderstandings Nodding of the head is often used (and overused) by many people to signal agreement or to indicate that they are listening to a speaker during a conversation. As a customer service representative, you must be careful to occasionally pause to ask a question for clarification … 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
Brand and Customer Loyalty Is Earned Not Given Freely Consumer behavior and spending habits, customer needs, wants and expectations and customer satisfaction levels change constantly. There can be wide differences in the way that customers perceive an item or event when seeking services and products depending on diversity factors, such as, age, gender, race, ethnic … Read more
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