5 Top Customer Service Articles For the Week of November 2, 2020

Each week I read a number of customer service and customer experience articles from various 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.

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg

(Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

My Comment: Just after Halloween, this is the perfect article. It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong. Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article.

8 ways to be a great customer during COVID by Monique Richardson

(Ceoworld Magazine) During this ever changing and challenging time, the ability to be a great customer and extend kindness to those we come into contact within a service environment is more important than ever.

My Comment: Lately, I’m asked about how customer service has changed during the pandemic. There have been changes and the introduction of new tactics and strategies. Who would have thought that we’d ever have to be overtly transparent about our health and safety guidelines? What used to be assumed can no longer be taken for granted. But how about customers? What should they change? So, let’s flip things around and ask ourselves, “As customers, what could we do to be better a better customer?” Here are eight ways!

5 Customer Experience Strategies That Will Make Your Business Conversion Friendly by Dhaval Sarvaiya

(CustomerThink) This is the era of customer experience. A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. And we all know the role that customer experience plays in current and future conversions.

My Comment: I really liked this article. There are some solid ideas, some we may have thought about before, but they are coming at us from a different angle. All five are relevant to almost any type of business, but pay extra attention to number three, which is about self-service and number four, which is predictive personalization.

The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt

(CMSWire) Marketers and company executives offered the four recommendations to help build loyalty in a digital world.

My Comment: As much of our business is moving to online, digital or automated processes, even though we’re creating a good experience for our customers, at the same time we are distancing ourselves from them. You can’t automate your relationship with a customer. However, there are some ways of building a sense of loyalty, even with little or no human contact, that are worth the effort. While the article doesn’t go deep into the subject, it’s what you need to start the conversation with your team.

13 Customer Service Tips You Should Practice by business.com editorial staff

(business.com) If you follow these customer service tips and teach them to your employees, you can ensure your customers experience the care and attention they deserve from your team.

My Comment: Here is a list of 13 customer service basics. You may have read about these in other articles. You may have been trained on many of them. Well, consider this a refresher. If I were tasked with sharing some customer service tips at my next team meeting, this would be the article I need to get started.

BONUS

Customer Support Through The Eyes of Consumers in 2020 by Hiver

(Hiver) Discover the latest trends about customer support – from how consumers expect more empathy and faster responses during the pandemic to how they react to sub-par customer support.

My Comment: The only reason this is a BONUS is that you have to opt-in with your email address to get the report. First, there are some interesting stats and facts, including how customer service expectations have changed in the COVID-19 era. Second, there are some great comments from other customer service and CX experts that will give you something to think about.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken