Top 5 Customer Service Articles For the Week of August 19, 2013

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.

Achieving the Highest Level of Great Customer Service by Kattia Bolanos

(Win the Customer!) It’s not enough to just have the best talent, great customer service requires creating the right environment for talent to flourish. If you have room for improvement, here are five ways to get your organization working to deliver great customer service.

My Comment: As I read this list of five ways to deliver high levels of service, I can’t help but notice that there is an internal focus.  If you don’t hire right, train, empower, etc. (all internal), you shouldn’t expect high levels of customer service.  The best companies start working on internal customers, because that is the best way to impact the outside customers.

10 Smart Customer Service Tips from Small Businesses by Jason Boies   

(Salesforce) Here are 10 takeaways from these small business success stories for delivering a world class customer experience.

My Comment: Great “Top Ten” list of customer service tips.  Even though the title says these are for small businesses, I can see most, if not all, working for virtually any type of business.

A slice of absolute customer service perfection by Michael Hess

(CBS MoneyWatch) If I gave out a “Customer Service Moment of the Year” award, I’d have my 2013 winner already, and of all places, it’s an airport fast food joint.

My Comment: Great example of amazing customer service.  This is the type of story that should be circulated through the entire chain of Wolfgang Puck restaurants.  The employee demonstrates a great attitude, initiative and caring.  There are opportunities like happening all of the time.  We just have to be on the lookout for them – and then do something with them when they present themselves.

Have You Thanked Your Customers Today? by Annette Franz

(CX Journey) Do you thank your customers for their business? In a meaningful way? At every interaction?

My Comment: It is so important that we say “Thank you” to our customers!  They want and expect to be appreciated for the business they give us.  This is a nice reminder of how powerful a “thank you” can be.

7 Reasons the Customer Is Often Wrong by Geoffrey James

(Inc) One of the great maxims of selling is “The Customer is Always Right.” However, like many sales maxims, that statement is misleading. In fact, customers are frequently wrong and you’ll need to react appropriately when they are.

My Comment: I don’t know if the customer is “often” wrong, but I do know they aren’t always right.  These seven reasons why a customer might be wrong are on target.  So, what do you do when a customer acts like this?  The article has some good answers, but one overarching theme should be considered: Let them be wrong with dignity.  No matter how wrong they are, don’t burn a bridge.

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.

(Copyright ©MMXIII, Shep Hyken)