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10 customer service lessons from the week – 14-08-16

Lessons you can use to improve people, processes, and customer experiences.

  1. 7 Reasons You Need to Be Using Social Media As Your Customer Service Portal "Customer service is evolving to match the rapid growth and development of new communication media, and today’s most popular social media platforms are the perfect opportunity to capitalize on that trend." -- Forbes, Jayson DeMers
  2. Customer Service Phrases That Make a Difference " Believe it or not, the right language is truly important in Customer Service. Certain words and phrases can either make or break the whole impression and the way a customer is left to feel after the conversation." -- Provide Support Blog, Mary Schlzhenko
  3. Customer service is simple, but it is not always easy "Just as there are many ways to make a customer feel welcome, there are also ways that businesses can make customers feel unappreciated." -- Retail Customer Experience, Shep Hyken
  4. Texting Becomes a Preferred Method of Customer Service "Nearly half (48 percent) of those surveyed said it would be convenient for them if companies offered a text-messaging option for customer service." -- eWeek, Nathen Eddy
  5. Effortless Service Doesn’t Mean You Can’t (or Shouldn’t) Wow Your Customers "At first, this can be seen as a big departure from conventional wisdom: delight the customer and you’ll gain their loyalty and in turn their repeat business. But if you take a closer look, effort and delight really do go hand in hand. In fact, in order to truly delight your customers, the service experiences you deliver to your customers must first be built upon an effort-free foundation." --, Bobby Amezaga
  6. 5 Customer Service Tips From My Dog "Miso has taught me a thing or two about life through him just being his adorable, wise and noble self. And, he’s taught me a thing or two about customer service. It cost me some extra apple slices and blueberries (he loves those natural treats) but he is graciously allowing me to gather his knowledge on the subject and share it with you." -- Communicate Better Blog, Jenny Dempsey
  7. 5-Star Social Customer Service is Easier Than you Think "According to the Skift Travel Trends Report, there are over 1.28 billion monthly users on Facebook and 255 million on Twitter. Combined with the fact that nearly 80% of customers are on mobile devices – it’s risky business for airlines and hotels to provide anything but stellar customer service." --, Theresa Mills
  8. Want to Provide Outstanding Customer Service? Be Honest and Open "How could a company with such a stellar reputation get bashed in the form of over 500 social media posts? They never gave me or many of their other customers real, honest answers." -- via Yahoo Small Business Advisor, Ben Puzzuoli
  9. 10 (Fixable) Reasons Your Customers Don't Love You Anymore "You probably recognize the signs of a customer in this state: the dismissive or distracted looks, the rushed tone of voice on the phone, the longer lapses between visits." -- Forbes, Micah Solomon
  10. All This Aggravation Ain't Satisfactionin' Me "A little less conversation and a little more action makes Elvis - and your customers - happy campers." -- CX Journey, Annette Franz (Gleneicki)