Customer Service Knowledge

"Listen to a Free Sample from Bob Lucas' 56-minute Customer Service Teleseminar"

CLICK HERE to order THE premier resource for effective customer service	It takes less than a minute for a service provider to send a message that will either win the heart and mind of a customer or potentially lose them forever (along with just about everyone to whom they relate their experience). To prevent this from occurring service providers need solid knowledge and skills in effectively communicating and building strong interpersonal relationships with customers. Customer Service Skills for Success and the resources on this website will provide the help needed!! Click here for additional information about this book.

In recent decades, as competition from Asia, Europe, India, and elsewhere has gained momentum, companies that were previously satisfied with status quo began to pay attention to the fact that they were losing customers. The realization that traditional product and service leaders might not remain leaders in the face of strong competition has served as a wake-up call to those organizations. Time will tell who takes the lead in various industries; However, the fact that awareness and focus are now centered on creating true customer-focused organization cultures is a good indication that there is a strong chance of success in the future.

Robert W. Lucas
International customer service
author, trainer, and consultant.

Let’s face it, if you think of customer service situations that you have experienced as a customer in the last week, you can probably think of more negative ones that positive. Try it. Take a minute to play a little game. Think of all of the organizations that you called or visited within the past week. Make a list of what went well and what did not…and why. With that list in mind, switch your thinking to the service provider role and think, “If I had been the service provider in each of those situations, what would I have been proud of? What would I have done differently?

Unfortunately, many service providers never play this little game. If they did, chances are they would often do and say things differently when encountering a customer. Assuming that they really care about the job they are doing and possess any degree of self-respect and professionalism, they would likely be more empathetic, concerned, dynamic, proactive, and customer-focused. They would also care that they are being perceived negatively when they did or said something that was not targeting perfect customer service.

As customers, we have been programmed through experience to expect poor customer service because of the number of companies that fail to apply Customer Service 101 (the basics). Stop and think. When was the last time you had a good experience. When you did have a quality customer service experience you were probably shocked and amazed at how easy it was to do business with that company. As a result, you likely look for reasons to continue doing business with the company.

So who is responsible for quality customer service? EVERYONE in the organization must take ownership -- from top management, down to the support staff who take care of equipment and facilities. All employees must do their part to create a positive service-oriented environment in which all employees and their customers achieve the degree of satisfaction desired or needed. In a world where so many organizations provide the same or similar products and services, especially on the Internet, the only thing that often separates you from your competitors is the level of service that you provide. If you forget or disregard this fact, you and your organization will ultimately suffer. Your organization because of lost business, which equates to lost revenue and you because without that additional revenue, your organization cannot afford to pay you more and enhance benefits, equipment, and the working environment. The ultimate result could be downsizing and your loss of a job (as we have seen over & over during the past decade).

Now you can identify instances in which the customer might have expectations that are not being met and choose the correct strategy for more effectively communicating and handling their needs…Here on CUSTOMERSERVICEKNOWLEDGE.COM you will find strategies for service effectiveness, books, articles and other materials that can be used to enhance your knowledge and skills related to service delivery in a variety of environments. If it is training that you need our world class customer service consulting and training can help.

Visit www.globalperformancestrategies.com where you will gain access to professionals who have many years experience in the service field.

Relationships are built on trust!!! The most important thing to remember related to trust is that without it, you have no relationship. Only through continued positive efforts on the part of everyone in your organization can you demonstrate to customers that you are worthy of being trusted. Through actions and deeds, you must deliver quality products, services, and information that satisfy the needs of your customers.

One of the biggest challenges faced in any service environment is communicating effectively with customers. This is because each person brings with them a different level of communication knowledge and skill that sometimes conflict with others. Often, this is due to the fact that as children, they had poor communication role models and have never learned the basics of courtesy (e.g. please and thank you), respect (e.g. allowing someone else to speak first while listening intently to their message, and interpersonal communication and feedback skills (e.g. verbal and no-verbal communication and listening skills).

These deficits or communication shortcomings lead to missed messages, miscommunication, frustration, irritation and in some instances, downright anger.

The choice of how you treat customers is up to you. If you are missing the knowledge and skills to do the right job Global Performance Strategies can help. Read on for a special introductory offer so you will be the company of choice for customers.

How to Be a Great Call Center Representative by Robert W. Lucas and published by a name trusted by organizations and managers all over the world AMACOM (American Management Association) is a self-study course that provides all the basics needed for those new to the call center profession or those who want to enhance their skills. Whether you provide customer service through a customer care center, customer call centre, customer support center, or another name, customer service representatives and professionals can gain valuable insights into effective customer service knowledge and skills with this valuable guide. It is also a perfect resource for customer service supervisors and managers, trainers, doctors, dentists, accountants and other professionals or small business owners who do not have a large training budget or training staff but want to provide important knowledge and skills to their small office staff. The course is in an easy-to-read format and has a post test included that can be taken and submitted to AMACOM for grading and issuance of an official AMA Certificate of Completion. For more information or to order, CLICK HERE.

“Customer service issues that are handled by a service representative, either over the phone or at a retail store, generate significantly higher customer care ratings than non-human, computer-generated interaction.”

2005 Wireless Customer Care Performance Study
J.D Powers and Associates

Having access to the resources on www.CustomerServiceKnowledge.com is like having your own personal customer service coach and resource library available free. It will save you time, money, stress, and ultimately customers!!

But you will receive even more value from www.CustomerServiceKnowledge.com…

One (1) Guaranteed Bonus if you act within the next twenty-four hours….

Bonus – If you have employees that you’d like to train in effective customer service or interpersonal skills or if you have trainers and supervisors that you’d like to offer formal classroom training and presentation skills to, we will send a seasoned customer service training professional to your location and give you 20% off our professional service fees.

	Customer Service Skills for Success Retail Price: $46.00 ea Our Price: $41.40 ea Click Here to Order Click here for additional information
	How to Be a Great Call Center Representative Retail Price: $199.99 ea Our Price: $139.99 ea Click Here to Order

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There is no way you can lose! We are so confident that you’ll find value in the books and training that we GUARANTEE you will be satisfied. We know that you will find the same value that thousands of other satisfied customers have found.
If you do not think you learned at least three new things in either the books or training, we will refund your money! Just return the books in perfect resalable condition or contact us within seven days following the training and you’ll get your money back (minus actual expenses we incur)! How’s that for a no-risk offer?!
So, no matter what type of organization that you work for or what type of customers you deal with, this site has something to offer. Take some time to explore all the books listed under our Books/Products tab. Search through the various training topics. The descriptions found under the Training heading are just indicative of the types of training we offer through our other parent website www.globalperformancestrategies.com.
If you do not find the exact fit in the listings on the training pages, call us at Global Performance Strategies at 877-492-1201 or 407-330-4845. You can also email us at requestmoreinformation@globalperformancestrategies.com. Our team of customer service experts will work with you to customize the training that will fit your needs and industry.

You really can’t afford not to invest in yourself and your organization by upgrading your knowledge and skills using the resources found on www.CustomerServiceKnowledge.com! You’ll be glad you did and your customers will thank you!! Take action today and be THE COMPANY RECOGNIZED FOR QUALITY CUSTOMER SERVICE that customers want to do business with.

It doesn’t matter what time of day or night that you’ve visited us. You can order any of the Books and Resources right now using the secure PayPal process that is internationally known and trusted. The same one used by millions of people every year on EBay and guaranteed safe by PayPal! Just CLICK HERE and choose everything that you want to purchase to get your order started!!! You can use checks, debit cards or credit cards through PayPal.

Thank you for visiting CustomerServiceKnowledge.com. We sincerely believe that you will gain value from its content and resources, and stand ready to assist you, if needed. Please take advantage of the customer service seminar, books, and FREE customer service articles on this site and on our parent site www.globalperformancestrategies.com. If you have questions or thoughts about the website or content, we’d love to hear them.
Email: info@customerserviceknowledge.com
Best Wishes, Steve Tanzer & Bob Lucas www.CustomerServiceKnowledge.com Managing Partners, Global Performance Strategies, LLC P.P.S. Imagine!! Never having to worry about what to say or how to handle the various customer service situations that arise in the future. Look around the site for a solution that best fits your needs.

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