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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. Using Service as a Competitive Advantage: 5 Ways to Help Customers Love You by Shuly […]
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.
Using Service as a Competitive Advantage: 5 Ways to Help Customers Love You by Shuly Oletzky
(Huffington Post) There’s a big issue when it comes to customer service — many companies simply don’t provide it, and this is great news for those who do.
My Comment: Who doesn’t want their customers to love them? Here are some great tips on how to deliver the service that your customers will love.
The Customer Isn’t Always Right – Here’s Why by Vivek Patel
(Startup Grind) While the phrase was coined in the retail sector, if you’re in business today you must have heard the phrase, “the customer is always right.” Coined by Harry Gordon Selfridge in 1909, the popular phrase was used as a slogan by Selfridge’s London department store, giving customer satisfaction the highest priority. Over 100 years later, businesses are still using this motto to convince customers they are receiving the best possible value for their money.
My Comment: Love this article! I’ve always believed that the customer is NOT always right. But, they are always the customer. So, let them be wrong with dignity and respect. Unless it’s not about them being wrong, and it’s about them exhibiting the wrong behaviors, such as being extremely rude or abusive. That’s when you have to decide if that customer is worth keeping. And if you “fire” your customer, always try and keep the door open. Some customers will regret their behavior and want to come back. It always makes good sense to end a relationship the best way you can.
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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