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Top 5 Customer Service Articles For the Week of August 3, 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. The delight of a dinosaur: inspiration for improving the […]

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.

The delight of a dinosaur: inspiration for improving the customer experience by Jennifer Overstreet

(National Retail Federation) As consumers begin to expect – rather than be motivated by – convenience, price and product assortment, retailers who deliver a unique customer experience are setting themselves apart in an increasingly competitive online retail landscape.

My Comment: As I read this article I couldn’t help but think that all of this, and one idea/concept, in particular, can apply to any and every business – not just retail. What is the little “something extra” that we can give our customers that they aren’t expecting?

Top 4 Benefits of Crowd Customer Service by Mila

(Mila) Crowd customer service is one of the fastest growing sectors in customer service. And it makes sense. Many companies use automation on their phone lines and websites to filter and reduce the number of customers that call center agents have to manage. However, crowdsourced service offers customer happiness by helping your customers solve their problems at home.

My Comment: Crowdsourcing is a hot topic over the last two or three years. It’s primarily been used to gather general opinions and feedback as well as for funding projects. Now it moves into the world of customer service.  This article is a nice introduction to some of the benefits of “crowd customer service.”

How Millennials Can Help Your Customers in the Long Run by Mitch Causey

(WINTHECUSTOMER!) By leveraging millennial common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level.

 My Comment: Every generation has presented its challenges and benefits to employers. Millennials seem to be getting more attention than most of these. Sure, there are differences. And, as employers, we need to be sure to meet the needs of an employee to make the fulfilled and engaged. Everyone has to adapt, whether it be a millennial or baby boomer. Regardless of the generation that’s working for you – or buying from you – adapt and you will prosper.

Frustrated by customer service? Learn the secrets of super-users by Consumer Reports

(Consumer Reports) We asked career customer-service experts—including Consumer Reports “acquisition” pros, who pose as regular consumers to sign up for services and buy the thousands of products we test—what works for them on the job or at home.

My Comment: Every once in a while, I like to include an article from the customers’ perspective.  Here is a great list of ways to get the customer service you want and need – faster and better. As you read through this list, consider your own customer support and if your customers need to use an alternative method (from this list) to get what they need.

11 Customer Defusing Phrases for Dealing with Angry Customers by Emily Hunter

(Provide Support) Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center agent’s overall attitude, respectfulness, and sincerity.

My Comment: Sometimes, the support rep uses the wrong words when dealing with an upset, angry or even just confused customer. When that happens, things can go from bad to worse. This article, however, has a great list of techniques to help defuse the angry customer’s temper and turn his or her Moment of Misery™ into a Moment of Magic®.

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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