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. Social Media 101: Be nice to customers by Popcorn […]
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.
(Popcorn & Ice Cream Kernels) Small businesses are often quick to write off big businesses as out of touch and too big to avoid occasional poor judgment or bad behavior on social media. We completely disagree. Businesses large and small can do better. While we adore Erin Condren Designs, we can sadly use its recent incident as a good reminder of some key benefits and drawbacks of social media.
My Comment: A great reminder that the customer’s voice is louder than ever before. Used to be unhappy customers told an average of 8-12 people about the problem. 13% told more than 20. How many more than 20? Thanks to social media, they can tell hundreds, if not hundreds of thousands. Take a look at the David Carroll video on YouTube, “United Breaks Guitars.” He told millions. The message to business: Take care of the customer. They talk (loudly)!
(Business2Community) If you don’t know what it’s like to be a customer of your own business, how can you really relate to customers when they have an issue? How can you create a truly differentiated customer experience? It’s a blind spot I see in businesses all the time.
My Comment: Whenever a customer contacts a business with a problem, the goal should be to get it taken care of quickly, which means “first-call resolution.” Sometimes it’s more than a customer support representative managing the complaint. Sometimes it takes a system or proactive strategy to prevent a multiple call problem.
Teach staff the ABCs of customer service by BMD Editors
(Business Management Daily) Here is a primer to help your employees understand what it takes to not only hang on to customers but leave them with a positive impression of your business.
My Comment: So many times, customer service is common sense that unfortunately is not always so common. This list is full of common sense ideas that are not just good for customer service but good for all business (and many personal) interactions.
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 ©MMXIV, Shep Hyken)
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