Shep Hyken's Customer Service Blog

5 Top Customer Service Articles for the Week of October 9, 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.

Netflix Sent the Best Cease-and-Desist Letter to This Unauthorized Stranger Things Bar by Tim Nudd

(Adweek) Netflix seemingly can do no wrong when it comes to its marketing. Even its cease-and-desist letters are creative enough to get glowing reviews.

My Comment: There’s an old expression: You will catch more flies with honey than with vinegar. When a major corporation has to send a “cease-and-desist” letter, it’s usually ugly and threatening. Not if your Netflix. They care about their customers. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. While not typical customer service, this shows you how a company knows how to treat their customers, even when they are wrong.

Does CX fail because of design, culture, strategy, or … the “Q-word?” by Ricardo Saltz 

(Eglobalis) Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better?

My Comment: The author starts the article with a great (Tweetable) quote: Quality is the main pillar of any product and service is the main pillar of a great customer experience. In other words, no matter how good the experience is, if the product doesn’t do what it’s supposed to do, the customer will move on. And, no matter how good the product is, if the customer is treated poorly, he/she will move on. It takes both.

How to Build a Happier, More Motivated Front-Line Team by StellaService

(StellaService) In this eBook for customer service team leaders, we explain the difficulties front-line employees face, the true business costs of low morale, and what it will take to turn the tide and build a working environment that inspires greatness.

My Comment: I’m a big fan of Stella Service and what they do. I refer to them as the consumer reports of the customer service industry. They just released an eBook about motivating your frontline team. You’ll have to share your name and email, but it worth it. And if you’re not already following and getting info from StellaService, you should be.

When Customer Experience Fails, Service Management To The Rescue! by Paul Selby

(CustomerThink) The CRM approach to customer service is to take the call, email, or chat; answer the question and document it; then move on to the next (perhaps identical) customer issue. Service management is better suited to improve the customer experience because unlike CRM, it’s about bringing the right resources to bear on solving an underlying issue so that it doesn’t recur.

My Comment: This article starts with a quote from Charlie Herrin, EVP of customer experience at Comcast: “Customer service is what happens when the experience breaks.” That grabbed me. While I think there is more to customer service than fixing what’s broken, I like that way of thinking. Customer service people can step in and fix problems and save customers. The author shares some good points about doing exactly that.

Treat Every Customer Like Your Grandad by Paul Pember

(LinkedIn) I’m currently leading on creating an organization-wide customer experience strategy for my current employers, Southern Housing Group. I’ve spent the last few months contemplating my approach, thinking about what strategy actually means and the outcomes I hope to achieve from it. For me, the starting point is always blue-sky or what is the perfect world scenario, which led me to the question, what does customer service excellence look and feel like?

My Comment: Here’s a great concept. Treat your customers with the respect and care as you would a close family member – like your Granddad. The author shares how his father noticed an employee treating her Granddad differently than other customers, which led him to ask, “Why can’t she treat all customers like that?”

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 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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