Top 5 Customer Service Articles for the Week of February 23, 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.

When and Why to Part Ways with a Customer by Lior Arussy

(Harvard Business Review) The customer is not always right and in some cases should not be the customer at all. It’s time to end the fear of customers’ public feedback and to start managing relationships with abusive customers in a disciplined way.

My Comment: Sometimes a customer just isn’t worth doing business with! And, sometimes you will have to (not always because you want to) fire the customer. That’s okay, but it’s important to remember this. While the customer may not always be right, they are always a customer. So, let the customer be wrong with dignity and respect. In other words, regardless of how bad the situation is with your customer, finish strong!

9 Images Capturing Omni-Channel Customer Service by Shai Berger

(Fonolo)  Being able to deliver consistent and effective service in a multi-channel / omnichannel environment is a tough challenge. That, along with rising consumer expectations for rapid and hassle-free customer service, has made it critical for companies to focus on this challenge.

My Comment: While the telephone seems to be the main mode of customer support (and will continue to be into the foreseeable future), we can’t ignore chat, text, social and email. Great article that showcases the multiple channels of customer service.

3 Quick Tips To Deliver An Unforgettable Customer Experience by Chris Frascella

(WinTheCustomer!) According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway?

My Comment: It’s important for a company to understand the difference between customer service and customer experience. No doubt that the service plays an important part of the experience. The three tips in the article will undoubtedly enhance both customer service and experience.

Find Ways to Improve Multi-channel Customer Service by West Marketing

(West Interactive) Creating an exceptional customer experience isn’t as easy as catching a snowflake, but identifying preferences, analyzing data and developing strategies for appropriate responsive and proactive communication in multiple channels are good steps.

My Comment: Great article with stats and facts that will make any company think about the different communication channels customers want to use to connect.  For example, it still surprises me that with so many people on Twitter, who hope for an answer within an hour, the average response time from a company is about five hours. At least that is better than the recent statistic I read that was nine hours.  (Wow!)

And the Winner Is … Customer Service! by SAP CRM

(The Customer Edge) While the Oscars this week are saluting those who entertain and inspire, this is a good time to salute customer service and celebrate its value. Customer service is so vital that it deserves to be embedded at the very heart of your mission.

My Comment: The four ideas in this article are non-negotiable customer service strategies and tactics. Know your customer’s journey. Train your people well. Be on the right channels – the ones that your customer like to use. And listen to your 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 at www.Hyken.com. Connect with Shep on LinkedIn.