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10 customer service lessons from the week – 14-08-23

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

  1. Customer service — oxymoron or obsolete? "As long as you just went through a dozen choices already, why not have one that says something like 'While on hold push 1 for country, 2 for rock, 3 for Broadway, 4 for easy listening.' Sad to say you will likely hear way too many songs before your call is answered." -- Green Bay Press Gazette, Jim Morrison
  2. What Customer Service? And At What Price? "While the FCC may buy it, it is less likely that customers will because they are not happy with existing levels of service." -- Business Insider, Ira Kalb
  3. Is Customer Service Getting Worse, or are Customers Just Getting Smarter? “Surveys in the customer service world are coming back and indicating that customers perceive customer service to be worse than last year. Yet, at the same time companies are marketing and bragging about how they provide great customer service.” – ProductivityPlus, Shep Hyken,
  4. Customer Support and Social Media: When You Should and Shouldn’t Respond To Nasty Tweets "In certain circumstances, though, it may be in your best interest to confront these accusations head on, a move that will not only demonstrate your receptivity and attentiveness to your customers but may also offer you the opportunity to rectify any misinformation that may be spreading about your business!" --, Alexa D'Agostino
  5. Customer service more than 'please' and 'thank you' "However, 43 minutes later, my problem still hadn't been resolved. So here, I'm pointing out all the things that went wrong with that exchange in the hope of making customer-service experience less painful for others." -- The Jamaica Gleaner, Patria-Kaye Aarons
  6. 8 Customer Service Basics That Can Make You a Better Leader "How your team feels about working for you is a testament to the kind of environment you create and what kind of leader you are. Great leaders know how important it is for people to feel safe, valuable and heard…much like how our customers want to feel." -- Chicago Now, LeeAndra K
  7. A Sorry Apology? 3 Little Words Customers Tire of Hearing "The more times you tell your customers you're "sorry," "thank you" or "please" when they come to you for help, the angrier they tend to get, new research finds." -- Business News Daily, Chad Brooks
  8. 6 Ways to Make Your Customer Service Better "A 2013 study by Dimensional Research for Zendesk found 62 percent of business-to-business and 42 percent of business-to-consumer customers purchased more after enjoying a great customer-service experience. On the flip side, the same survey discovered 95 percent of customers share bad experiences with their network, compared to the 87 percent sharing a positive experience." Entrepreneur, Zach Cutler
  9. How To Create Incredible Customer Service Through The 'Small Data' Advantage "Great customer service requires custom fitting: You need to provide a customer experience that is exactly right for a specific customer, not something aimed vaguely at what you think customers are like in general." -- Forbes, Micah Solomon
  10. The Hidden Enemy of Good Customer Service "Does your business exist to serve its customers, or do your customers exist to serve your business?" -- Salesfroce Blog, Ashley Hauck