The Role of Mission and Vision Statements in Customer Service Most successful organizations have written mission and vision statements that answer the questions of “What do the organization do?” and “Why does the organization exist?” Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure (e.g. HR policies … 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
Customer Service Culture Quote – Jerry Fritz Effective customer service cultures are driven from the top down in organizations where everyone takes ownership of interacting positively with customers and giving 110 percent in an effort to stand out from the competition. Customer service cultures are made up of numerous elements (e.g. employees, quality products and … Read more
The Customer Service Representative’s Role in Organizational Culture Put simply, organizational culture is what your customer experiences. This culture is made up of a collection of subcomponents, each of which contributes to the overall service environment. Organizational cultures are developed to some degree by everyone within the organization and are driven from the top down … Read more
Customer Service Inspirational Quote – Sam Walton “High Expectations are the key to everything.” – Sam Walton A key to being a successful customer service representative is gaining the knowledge and skills necessary to deal with a changing global business environment. In today’s world, it is not enough for service providers to simply be knowledgeable … Read more
Technology Is Rapidly Changing the Face of Customer Service Customer service is changing rapidly as technology encroaches on the traditional world of retail marketing and sales. Customer and brand loyalty are quickly becoming a thing of the past as many customers search for the finest quality at the cheapest price through technology. As all this … Read more
Customer Satisfaction Quotes Customer satisfaction is a result of addressing the needs, wants and expectations of your customers. Many customer service representatives and others in their organizations forget that service is a relationship proposition. By establishing rapport with each person with whom you come into contact, and communicating on a one-to-one basis, you can effectively … Read more
How to Improve Customer Satisfaction Customer satisfaction is different from one person to the next. Thus, the answer to “How do I improve customer satisfaction?” is a complex one to answer. At the root of the solution is the acceptance by customer service representatives and others in an organization that all internal and external customers … Read more
Generating Positive Customer and Brand Loyalty Customers are your reason for existing as an employee. They are also the key element in your organization’s success. For that reason, customer service representatives must consciously go out of your way to identify and anticipate their needs, then address them in an expedient and professional manner. Just because … Read more
Customer Service Quote – Robert W. Lucas “Customers do not care whether you are a large or small organization. What they care about is whether you deliver what you promise, when and how you promise it, and if you meet their needs, wants, and expectations.” – Robert C. Lucas, Customer Service Thought Leader & … Read more
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