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. Dear Customer Service Centers, Please Stop It With the Scripted Empathy by Katherine Reynolds Lewis […]
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.
(Fortune) Inside the touchy feely new world of customer service call centers.
My Comment: There is very little sincerity in customer service scripts. When I call or contact a customer support center, I expect some sort of empathy. But, when it is scripted and delivered in a robotic tone of voice, I immediately realize the insincerity of a support center rep that is just going through the motions. The best reps can use a script as a guideline while showing their customer that they genuinely care and are there to help and resolve the issue or answer the question.
(National Retail Federation) Consumer survey shows the importance of streamlined brand experiences.
My Comment: Simply put… Customers like simplicity. Even though this article is focused on retail, the concept is valid for any type of business. Remove the friction points in customer interaction to make the experience easy and smooth.
(Doug) In business, especially when working to provide exemplary service, those in a position to make or break the customer experience, need to closely guard each and every word out of their mouths. Take a look at the scripted lines below and see why they have no place in customer service today.
My Comment: Doug Sandler, also known as “Mr. Nice Guy,” shares some movie quotes, some that I’m sure you will recognize, that teach us some good customer service lessons. Not only educational but entertaining as well.
(AgilOne) In this guide, we discuss the state of customer retention, what drives consumers to fall in love with brands, and simple tips for how to get customers to commit to your brand for life.
My Comment: 73% of customers are “one and done.” Yet 78% of existing customers spend 83% more per year and shop 60% more often. If you like these types of stats and facts, then you will enjoy this special report on the State of Retention Marketing from AgilOne Academy. Take the time to download it (and you don’t need to give your email address to get it.) You’ll be glad that you did.
(JitBit) This infographic covers a range of data points showing how bad customer support will cost any business, in any industry a lot of money. Below the infographic, you will find 11 of the costliest customer service traits to avoid.
My Comment: There is an old saying that goes like this, “Advertising doesn’t cost. It pays.” It’s the same with customer service. Investing in customer service will pay. And not investing… well, that may cost. And this article/infographic proves it.
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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