Each week I read a number of customer service and experience 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.
A Pop Culture Guide to Customer Care Training by Matt Searfoss
(TCFCR) Looking for a guide to build your customer care training session off of? Then look no further than the TV in front of you! Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.
My Comment: Let’s start off this weeks list of articles with a short article that includes three videos from popular movies and TV shows. I’d not seen the clip from “The Office.” They will make you laugh, but they have a very serious message. Show these videos to your team. A perfect way to open a discussion about some very important customer service topics.
12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council
(Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. The potential for these DIY applications is growing, and companies like Delta are already integrating services such as biometric self-service bag drops in airports at increasing rates.
My Comment: It’s easy to lose a connection with customers when they opt for self-service or other support channels that potentially eliminate the human-to-human connection. Thanks for this great list of ideas.
(Toister Performance Solutions) Self-service is great and makes a lot of things easy. Yet there’s still times when a friendly word and a genuine smile is needed to create an exceptional experience.
My Comment: My friend and fellow customer service expert, Jeff Toister, has written another excellent article that features five simple ways to create a more “human” connection with your customers. I’m especially partial to number three, which is about giving the customer a little more time – even just an extra minute (or even less) to make the customer is happy and confident about the service they received.
6 Ways to Radically Advance Your Customer Service by Bill Carmody
(Inc.) By making these 6 enhancements, you are empowering your business to deliver quality customer service the way your customers are now demanding it.
My Comment: The title of this article intrigued me. Who wouldn’t want to “radically advance” their customer service? Pay attention to number six. That is a powerful concept and when done the right way, may have the biggest payoff.
(Forbes) Online businesses often find it challenging to stand out in the crowd. One great way to gain a competitive edge is to improve customer experience.
My Comment: What you think may be creating a better service experience for your customers may be driving them away. The customer service “myths,” as the author calls them, are actually mistakes that many companies are making. They are assumptions that could be driving customers to the competition.
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