Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last week, along with my takeaways. I’d love to hear your thoughts as well. Customer Experience Lessons From Classic Christmas Movies by Matt Lyles (CMSWire) Some of the clearest […]
Every week, I read dozens of articles on customer service and customer experience from a wide range of sources. Below are my top five picks from last week, along with my takeaways. I’d love to hear your thoughts as well.
(CMSWire) Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we already know by heart.
My Comment: We kick off this week’s Top Five Roundup with a perfect article for the holiday season. Movies often emulate life – and business. There are plenty of customer experience lessons we can learn from movies and TV shows. (One of my favorite examples is the Seinfeld episode when the rental car company wouldn’t honor Jerry’s reservation.) In this article, you’ll find lessons from Elf, It’s a Wonderful Life, and National Lampoon’s Christmas Vacation.
(SurveyMonkey) Build stronger customer service skills with clear, practical tips that help every interaction feel faster, clearer, and more human.
My Comment: This article has seven tips for improving customer service. It starts with a reminder that customers aren’t transactions. They are VERY human and the heart of your business. That’s not a tip. That’s a reminder. Here are seven tips and reminders to help you create the experience that builds your reputation and gets customers to say, “I’ll be back!”
(Hiver) Support slip-ups are a part of running a business, and while they’re inevitable, how you handle them makes all the difference. So how do you consistently deliver great customer service? Start by understanding what bad service looks like—and how to avoid it.
My Comment: When customer service goes wrong, what can you do about it? This great article has 10 examples of bad service and how to fix them. These aren’t complicated. Number one is simple: Don’t make your customer spend more time on hold than it takes to get help. And number eight is common sense: You promise follow-ups that never actually happen (a sure way to erode trust and confidence).
(CX Network) In CX and service, complaints are a part of life. How a brand handles a complaint doesn’t just make or break the customer’s overall experience and the chance of future retention – reputation is also at stake. On the plus side, effective complaint recovery on the service desk presents an opportunity to repair and strengthen relationships and build loyalty.
My Comment: Here’s an interesting article about complaints. First, it makes the case to allocate the necessary resources to manage complaints effectively. There are also comments about the risk of failing to manage negative online reviews effectively. Properly managing complaints can reduce churn, build customer confidence, and enhance the company or brand’s reputation.
(Business Reporter) The rise of AI doesn’t have to mean the end of the road for customer service careers, argues Iain Banks at Ventrica, but it does mean change is coming fast.
My Comment: We close this week’s Top Five Roundup with an optimistic article about the future of customer service careers. This article is in alignment with my belief that a live customer service agent is important, and even essential, and will not be going away anytime soon. Many of my clients with large contact centers confirm that while the roles are changing, they are still hiring live agents to support their customers.
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. Connect with Shep on LinkedIn.
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