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.
13 Haunting Customer Service Statistics by Tricia Morris
(Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.
My Comment: With today being Halloween I can’t think of a better article to kick off this week’s list of the best customer service and experience articles of the week. Tricia Morris of Microsoft shares 13 “haunting and daunting” stats and facts that many not make you scream, but could give you cause for concern.
23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson
(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member?
My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. Second to that is hiring the right people to execute. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.
From Baseball to Business: How ‘Maddonisms’ Drive Success by Dan Gingiss
(PureMatter) Here are 5 favorite “Maddonisms”, along with how they apply to baseball and drive business success.
My Comment: Major League Baseball’s Chicago Cubs and Cleveland Indians are duking it out in the World Series. Dan Gingiss, from Chicago and a HUGE Cubs fan, is one of my favorite guys in the customer service world. What happens when you merge baseball and Gingiss? You get a fun article that will motivate you to be more successful in business. (As I write this, neither team has clinched the title. I’m from St. Louis, so it would be blasphemous for me to root for the Cubs, but I want to see my buddy Dan Gingiss smile!)
(IBM) Here then are the 13 Words You Should Never Use When Replying to a Customer, grouped into three categories of potential trouble.
My Comment: I’ve written about phrases that kill the customer service experience. I call them customer loyalty killers. Well in this excellent article, Jay Baer shares 13 words that will kill the customer experience.
(CNBC) Jillali “Jim” Elidrissi started working for New York City’s Waldorf-Astoria hotel as a bellman shortly after arriving from Morocco in 1966.
My Comment: What can we learn about customer service from a bellman? Jillali “Jim” Eldrissi has been a bellman for 50 years. Read this short article to find out his number one secret to delivering amazing customer service and making his customers feel special.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken