Shep Hyken's Customer Service Blog

5 Top Customer Service Articles For the Week of January 30, 2017

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.

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today

(Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. After all, you can’t foresee all of the nuances and dynamics that may constitute a crisis.

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Yet as good as they are, there are bound to be problems. Linda Rutherford, Southwest’s chief communications officer, shares three tips on how Southwest handles crisis management. Keep these in mind the next time a customer service crisis occurs.

Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk
(LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. One interesting point is that almost all customer service software (98%) is now cloud based. This can give more employees better access to customer info, the result being a potentially better customer experience.

5 Rare Customer Service Skills you absolutely need to deliver 5-Star Support by Shivam Trika 

(Interakt) In today’s article, I’m going to tell you the exact 5 rare characteristics to look for in a great customer service rep.

My Comment: About two weeks ago I wrote an article about the traits a good customer service employee would have. These included both attitudes and skills. This excellent article focuses on five traits that anyone who interacts with customers should practice. I especially like number four, which is about being “incredibly thorough.”

Digital Customers Less Loyal by Tanya Gazdik

(Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study.

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. The problem is that it’s tough to make an emotional connection during an online experience.  

Customer Service Software Buyer Report – 2016 by Craig Borowski

(Software Advice) Each year we speak with thousands of business professionals about their customer service and support (CSS) software needs. Facing daunting lists of hundreds of possible customer service software solutions, these professionals contact us for advice.

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. One interesting point is that almost all customer service software (98%) is now cloud based. This can give more employees better access to customer info, the result being a potentially better customer experience.

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

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