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.
(TechCrunch) If you’re the kind of person who likes to talk to businesses on Twitter, the company is rolling out some new options to improve those interactions.
My Comment: I’m a big advocate for social media customer care. Customers have been using Twitter as a way to broadcast their complaints or to try and get the attention of the company. Twitter has figured out how to improve the communication with a way for companies to take a public conversation private. And more than just dealing with complaints, it’s also a way to get feedback.
5 Tips to turn BoH staff into customer-experience superheroes by Jason Ryyken
(Fast Casual) Training is critical these days, especially in light of changing demographics among your labor force and customer base. Expectations are rising among customers and employees, while the labor pool is shrinking. Restaurant design is changing, too, with open kitchens exposing equipment and employees to the customer.
My Comment: Customer service concepts are universal. This article focuses on how to turn employees of a restaurant into customer-focused “super-heroes.” While a bold concept, any business can use some of these ideas. My favorite is #1: Throw out the book! And my next favorite is #3: Win over your employees, and they will win over your customers.
(GQ) The GQ 100—our big list of the best places for a man to shop—isn’t a competition, exactly. But if we if we had to declare a winner, it would be this guy, Sid Mashburn. Not only did the Atlanta-based designer’s game-changing tailoring destinations top our list of the 10 best shops in the country, he also just celebrated the opening of his third store, in D.C., and his fourth, in Dallas. So we got Mr. Mashburn, a man who is just the right mix of rebellious and genteel, on the horn to talk about how to change a car battery in a suit—and what lucky American city he’ll cut the ribbon on next.
My Comment: There is a lot that any business can learn about from a men’s clothing store. Sid Mashburn’s retail store is the top men’s clothing store in America, and he shares the story of his success, which includes plenty of examples of customer service. I’m not surprised!
4 Types of Difficult Customers on Chat and How to Deal with Them by Olga Kolodynska
(LiveChat) Here’re 4 types of difficult customers explained using situations that happened during our chats. Plus, advices on how to deal with them.
My Comment: I can’t imagine a business that hasn’t encountered all of these types of “difficult customers” and others. While the article focuses on how to deal with them through chat, I think the responses are appropriate through virtually any type of communication, from online to in-person.
Welcome to the Success Economy by Tod Ebby
(Success Hacking) It goes without saying that we’ve entered a new age when it comes to the customer. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up.
My Comment: The concept of Customer Success is growing. Help make your customer a success with your product, and they buy more, buy more often and may even become loyal. Isn’t that what we want. When what you do helps make a customer successful, they may return the favor with more business, which makes you more successful.
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