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Top 5 Customer Service Articles for the Week of September 1, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES 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. ‘Thank You’! The two most important ‘Customer Experience’ words […]

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

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.

‘Thank You’! The two most important ‘Customer Experience’ words of all by Ian Golding

(IJ Golding) ‘Thank You’. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later.

My Comment: In just about every customer service presentation I deliver, I always include the concept of appreciation and saying thank you. I don’t like to limit it to just the customers. There are also our internal customers; the people who work with and/or who depend on us in our own organizations. They also need appreciation. This article is a great reminder of just how important those two words, “Thank you!” are.

Help Your Employees Experience The Sort Of Service You Want Them To Deliver by Adrian Swinscoe

(Forbes) Personally, I think there is an opportunity for many firms to go further and think differently about how they help their employees understand the sort of service that they want them to deliver.

My Comment: Great article about treating employees like customers. They should experience the same level of service. It’s not very effective to treat employees poorly and then expect them to treat the customers better. My favorite saying about this is what I refer to as the Employee Golden Rule, which is to treat employees like you want the customer treated – even better.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

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