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Top 5 Customer Service Articles For Week of July 27, 2015

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. Tweet Them Right: 3 Steps to Increasing Customer Loyalty […]

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.

Tweet Them Right: 3 Steps to Increasing Customer Loyalty Via Twitter by Christopher Hann

(Entrepreneur) How can I use Twitter to boost customer loyalty?

My Comment: This really (really, really) short article focuses on one of the most important concepts of social media customer service, and that is to engage. It’s not just for responding to complaints or pushing out a marketing message. It’s about engaging and having conversations.  Take two minutes (or less) and read this.

Does Your Customer Service Disappoint? Steve Curtin Shares Secrets to Delight by Erica Strother

(B2Community) Last week I had the chance to talk with Steve about where most contact centers are missing the mark, and where they can recover. Check out the conversation and learn how to position your contact center on the path to customer delight.

My Comment: Business author Steve Curtin pulls back the curtain (How many times has he heard that one!) and reveals his customer service philosophies. He’s got some excellent ideas.  Great info and definitely worth the read.

What is CQ and why is it essential for successful customer support by Olga Kolodynska

(LiveChat) What’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can handle the next one. And the one after that. And don’t forget to smile while doing it.

My Comment: CQ is underrated, and in some cases, an unknown concept. CQ stands for Control Quotient, and for customer service is about taking control of a customer situation. Properly trained and empowered employees can take control of a negative situation, resolve it the best they can, and move with a positive attitude to take care of what’s next; another customer, fellow employee, project, etc.  This excellent article has some great info on CQ.

15 Ways to Improve Customer Service at Your Business (Infographic) by Mary Shulzhenko

(Provide Support) This Infographic shows you 15 simple yet powerful ways to dramatically improve customer service at your business, no matter how big or small it is, and no matter what industry you are in.

My Comment: I love lists, and this one is more than a Top Ten. It’s a Top Fifteen! Fifteen tips to help you improve customer service. Lots of common sense, but we need to hear it again and again!

25 Statistics on the Power of Positive Customer Service by Gigi Peccolo

(OneReach) Check out these customer service statistics to see the power of a positive customer service experience (and what happens when companies aren’t providing it).

My Comment: If you need proof of just how important customer service is to your company, just read these stats and facts compiled by One Reach. The proof is in the numbers. Great compilation of important info!

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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