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5 Top Customer Service Articles For the Week of June 29, 2015


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.

Internal Customer Service Helps Businesses Run Like Well-Oiled Machines by Rieva Lesonsky

(Small Business Trends) Internal customer service is important because if it isn’t up to par, your business will function less efficiently and professionally, and your external customer service will suffer. Here are 4 steps to improving your internal customer service.

My Comment: I’ve always said that what’s happening on the inside of an organization is felt on the outside. Internal customer service is so important. If you aren’t dealing directly with a customer, you probably support someone who does. Bottom line is that if you don’t take care of the people you work with, they won’t be able to take care of the people who depend on them – either an outside customer or another internal customer.

Let your personality shine through your business by Anna Tomalik

(LiveChat) There are other businesses, the brave ones, where people behind the brand show themselves up and tell personal stories. They are engaging, dip into our minds and a magnetic force of their personalities drags us to buy their products and use their services.

My Comment: While this isn’t really customer service, it’s about making a connection with the customer. Some might call this branding or even marketing. I think it’s contributing to the customer experience. It’s about creating a personality for your brand.  You’ll love the examples.

‘Shut Up’ and 5 Other Tips for Effectively Handling Customer Complaints by Steve Nicastro

(nerdwallet) Here are six tips for handling customer complaints effectively.

My Comment: This is an excellent list of simple ways to turn that “Moment of Misery™” into a “Moment of Magic®.” The title grabbed me. Yes, sometimes the best thing we can do is when our customer is upset is to just “shut up and listen!”

Virgin Shows Links Between Employee Experience and Customer Experience by Colin Shaw

(Beyond Philosophy) I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf.  Despite much evidence that points to this link, many organizations continue to keep the two areas separate in their efforts. However, the separate area strategy is not the direct path to success for either.

My Comment: This is an outstanding article that proves the point that if you take care of customers, they will take care of the business. And, that’s exactly what Sir Richard Branson believes. Whenever someone writes about Branson or Virgin, I listen. He/they get it. So much we can learn from this business rock star!

5 customer service fails that will make you squirm by James Thornton

(GetApp) There have been countless tales of customer service calamities over the last few years, and we’ve picked out some of our favorites below. What’s more, we brought in the experts to examine why things went so horribly wrong and to offer some words of wisdom to highlight how your company can avoid the negative PR that comes with the feverish social media backlash of such cringeworthy customer service practices.

My Comment: This article is fun to read. Five examples of failed customer service just might, as the title of the article says, make you squirm. Worse, you will wonder how employees who are supposed to support customers can think like this. But, there aren’t just stories here. There are lessons. Read, enjoy and learn.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or For information on The Customer Focus™ customer service training programs go to Follow on Twitter: @Hyken

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