5 Top Customer Service Articles for the Week of March 2, 2015

Top Customer Service and Business Articles

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

#CaringCounts: Caring for customers by Chris Muise

(Halifax Citizen) We’ve all had those days where things just aren’t going our way, or something’s got us in a bad mood, or for whatever reason, we might need a pick-me-up — a little surprise to make us smile. On those days, wouldn’t it be great if some thoughtful person appeared on your doorstep with a cup of coffee, just for you?

My Comment: This is a great story and has a heartwarming example of how a business can do good for those in need. I’ve always felt that community service should be part of the value that companies bring to their customers and their communities.

10 Traits of a Great Front Desk Agent by Rupesh Patel

(LinkedIn) Working the front of house at a hotel is a tough job. I know, I’ve had my share of working desk shifts..(remember doing 3 shifts in a row? – not fun!). Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. And many times, how they react can make or break our hotel’s reputation.

My Comment: What do the best hotels and restaurants do to take care of their guests? A hospitality mentality is appropriate for virtually any business.  Here are some ideas that not only work for the front desk agent but just for anyone who interacts with customers in any business.

Getting Back To Customer Service Basics In A Digitally Connected Era by Alicia Fiorletta

(Retail Touchpoints) For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer cannot continue to exist — let alone excel — without exemplary customer service.

My Comment: The basics of customer service should be a part of every type of customer service solution, from traditional to the latest digital technology. It doesn’t matter if you’re on the phone, delivering service via instant chat, providing a self-service solution, or responding on social channels like Twitter, etc.. The basics apply.  It doesn’t matter what channel it is, as long as they are customer-focused and make it easy for the customer to do business with you.

How-To Content: The Customer Service Secret Weapon by Rieva Lesonsky

(Small Business Trends) Is how-to content part of your small business’s content marketing strategy? If you aren’t creating content that shows customers how to do something, you’re missing out on a big opportunity to provide customer service in a format that customers increasingly want.

My Comment: Creating value-added “how to” content endears a customer to the company. It doesn’t matter what type of business you’re in, share ideas to enhance the experience of using your products and/or services. Provide ideas that show how your products and services can save money, make life easier, save time, and more. If you’re not already providing content to your customers, your missing a great opportunity to deliver more value.

Question for the IRS? Hold, please. by Jonnelle Marte

(Washington Post) Taxpayer advocate Nina Olson warned last month that IRS customer service would suffer because of the budget cuts hitting the agency. She was right.

My Comment: This article may report on the low level of service the IRS provides. While interesting, there is a lesson here. Look at the stats. Would any customer want to do business with any company with these stats? I doubt it.  In the case of the IRS, the government wants compliance, which means everyone pays their taxes. Then make it easier to do business with them.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.