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. 3 Tips for Using Twitter as a Customer Service Tool by Joe Wadlington (Hootsuite) Want […]
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.
3 Tips for Using Twitter as a Customer Service Tool by Joe Wadlington
(Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that.
My Comment: Twitter has become a viable and popular customer service channel. It’s easy for the customer (and the company), it’s fast and, most important, it’s effective. Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems.
How Employee Culture Impacts Customer Experience by Eric Berridge
(Business2Community) Since the Starbucks culture reboot of the early 2000s, coffee shop culture op-eds have become ubiquitous, but they always seem to focus on the wrong things when analyzing those customer experience successes. When I patronize a cafe, the first thing I look for is whether the baristas are happy. Forget whether they remember my name or my order, the most important question is “Do they look like they want to be there?”
Fuel Positive Online Reviews and Leverage the Negative Ones by William Nutt
(Marketing Nutt) Customer reviews on sites like Yelp, Google and industry-specific sites can be the lifeblood of businesses across verticals. An oft-referenced survey by BrightLocal found that 92% of consumers read online reviews, 40% form an opinion based on just 1-3 reviews, and star rating is the top factor for choosing a business.
My Comment: Online reviews are a hot topic. And, these reviews aren’t just for consumer focused companies (retailers, restaurants, hotels, etc.). There are review sites for almost every industry. This article has some great ideas on how to leverage both positive and negative reviews.
The Customer Service Interview – Question & Answer Template by Pascal van Opzeeland
(Userlike) The average job interview is mightily ineffective. Hundreds of studies have taught us that much (Forbes). Instead of selecting the best person for the job, most interviews favor the applicants that are attractive, sociable, articulate, or tall.
My Comment: I’m often asked how to hire the best people for customer service positions. Well, this excellent article is full of great ideas and interview questions that you might ask a potential employee who is being hired for a customer support center – or any customer facing role.
24 People Were Asked: ‘What’s The Dumbest Customer Complaint You’ve Ever Received?’ by Laura McCallum
(Knowable) People on Reddit were asked: “What is the dumbest customer complaint you’ve ever heard?” These are some of the best answers.
My Comment: Here is a fun article about the “dumbest” customer complaints ever received. Yes, you will be stunned by how dumb (hey that rhymes) some of these are. Get ready to smile. Warning: there is some harsh language used to describe some of the complaints.
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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