Each week I read a number of customer service and customer experience articles from various 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle (Qminder) Here […]
Each week I read a number of customer service and customer experience articles from various 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.
7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle
(Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.
My Comment: While I don’t believe in scripts (How can you script sincerity?), I don’t mind having a few thought-out opening lines and responses for certain customer service situations. Here are seven of them. Number seven on the list isn’t my favorite, but there will be times you can’t help someone. For those situations, I look for alternatives. While you can’t always say “yes” to a customer, you don’t have to say “no” either.
3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan
(ServiceDock) This post is intended to help leaders in such businesses to more effectively improve the customer experience culture in their stores and restaurants.
My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through. It also takes a CX-focused culture. It’s about the people. Here are three ideas for leadership to consider when working on building and maintaining their CX goals.
How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel
(Freshdesk) What we almost never hear about is what to do about positive feedback. That’s because we’re often inclined to give special treatment to people who criticize us, normally to sweeten the deal. But the high-performers? They are left out.
My Comment: When we get negative feedback from a customer the typical reaction (after resolving the issue with the customer) is to find out why something bad happened – and what can be done to prevent it from happening again in the future. Well, the same focus should be on positive feedback you receive. If you get a positive comment from a customer, is there a way to have every customer experience that – ever y time? That’s the challenge – to do something with that positive feedback.
Why Giving Back Increases Brand Loyalty by Nikki Carlson
(Forbes) Appeal to more customers, encourage lifelong brand loyalty and do a little good with a smart corporate giving program.
My Comment: I believe that “giving back,” in the form of charity or community involvement, is a great customer experience strategy. Some customers choose to do business with a company because their “giving back” aligns with theirs. Others just like that the company is philanthropic. The article states, “Corporate responsibility kills two birds with one stone: On one hand, you make the world a better place, and on the other, you get more business.”
5 Ways to Recession-Proof Your Business With Customer Experience by Paul Hagen
(CMSWire) Better customer experience (CX) will not only help your business weather the coming recession, it will help put you in a position to excel. Here are five ways to make it happen.
My Comment: The economists say that we are due for a recession. If that is the case (and I believe it is, as well), then we must begin today, even if it is a year or two away, building a relationship with our customers that helps make us recession proof. And, that’s done through customer experience. Here are five ideas that will help you do exactly that.
Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts by Rachael Royds
(CallMiner) Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies.
My Comment: The first of our “Top Five” articles for the week had to do with scripting opening lines. As mentioned, I’m concerned with a company that focuses on scripts. That said, along comes this article from CallMiner. It starts with my philosophy on scripts. Okay, there is a place and time for scripts. Check this article out and find out where and when.
Customer Experience Expert Round-Up: 6 Brands That Are Getting it Right by Jessica Wise
(LiveHelpNow) This week, we’re spotlighting 6 CX heroes that have garnered praise from the industry’s top customer experience experts.
My Comment: We can always learn from others who are successful, and in this article, six experts share some of the “best experiences they have ever had” in customer service and CX. Honored to be a part of this esteemed group as the article highlights my experience with Frank, my favorite cab driver.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken
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