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. Customer Service Tip of the Day: How to Master Email Etiquette for Business by Joanna […]
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.
Customer Service Tip of the Day: How to Master Email Etiquette for Business by Joanna Jones
(Impact Blog!) To give us all a reminder, today’s customer service tip of the day will serve as a refresher for the rules of business email.
My Comment: A great reminder! More people should pay attention to the emails they send out. While email may appear to be less formal than a traditional mailed letter, it’s not. Many times email is an acceptable substitute for the traditional mail, and in most cases, should be treated with the same formality. The ideas shared in this article are a good start to preventing us from breaching email etiquette.
5 Things Elite Customer Service Teams Never Do by Jordy Leiser
(HappyCustomer) Whether your company is scaling rapidly or just starting to build a solid foundation for the future, don’t let your team fall into these common traps.
My Comment: We’ve seen so many lists about how to deliver great customer service (which I love), it is also nice to get a list of what not to do – or how to deliver lousy customer service. Unfortunately, I’ve experienced most of these, as I’m sure many of us have. Great reminders of what not to do!
How to create fanatically loyal customers by Ashita Aggarwal Sharma
(Business Standard) In this hyper-competitive world, where a consumer has a lot of options to choose from, brand loyalty is deemed non-existent. Is that really so?
My Comment: The difference between a satisfied customer and a loyal customer is an emotional connection. While satisfaction is a rating, loyalty is an emotion. And, who doesn’t want loyal – or fanatically loyal – customers! This level of loyalty doesn’t just come back to do more business with you. They evangelize on your behalf, telling others about the great experiences you provide them. This article has some great ideas on how to emotionally engage your customer to the point of fanatical loyalty.
Ask Your Customer Service Agents One Question by Mike Baron
(PSCertify) Here’s an easy way to measure your operational risk.
My Comment: Sometimes great things come in small packages. That is the case with this short blog post. What a simple, yet great, idea – to ask one question each week. This question helps you know what your people may or may not know. Great idea!
5 Common Mistakes That Lead To Customer Defections by David Miller
(31 West) The best way of retaining customers is to provide world-class customer experiences. Good customer experiences start at your call center—the epicenter of your customer service. Get it right there and customers come back again and again. Get it wrong there and you drive customers away.
My Comment: There are many reasons a customer would leave us. Here are five good ones. And, while the article may focus on the call or support center, I believe these five reasons are appropriate for everyone to know and understand.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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