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.
4 Quick Tips for Using Social Media for Customer Service By Jason Fell
(Entrepreneur) Here are four quick tips from the discussion on how you can get started using social media as a customer service tool.
My Comment: I’m a big fan of incorporating customer service into a social media strategy. Here are four great tips to help be better at the concept of social service.
How’s the Customer Experience of Your VOC Program? By Sarah Simon
(CXJourney) In the greater VoC/CX industry, we talk all the time about using the Voice of the Customer to drive action that results in a superior customer experience. I want to talk about turning this idea on its head: Use your customer experience goals and best practices to shape your VoC program.
My Comment: Want to ruin a great customer experience? Ask them to do a 20 minute survey on the customer experience! I am surprised at the length of some of the surveys I receive from the places I do business with. The points in this article are excellent and more companies should be paying attention to how they ask and get feedback.
Don’t sweat for tech: make customer service skills your hiring priority by Ben Lucier
(Ben Lucier) f you want to put anything on a pedestal, consider the importance that customer service plays. A well handled complaint or problem can cement the customer relationship with your company, and their loyalty for years to come.
My Comment: I love this article about hiring for attitude and training for skill. Ben Lucier not only states his case, but backs it up with a great case study.
Joy at Work: It’s Your Right by Allison Rimm
(HBR) As a professional, you have a responsibility to use your talents wisely — and a right to enjoy yourself while doing so. But many people fail to meet that responsibility, and they don’t claim their right to take pleasure in their work.
My Comment: There is a line in this article that summarizes the concept perfectly: “But achieving joy at work is not only possible; it’s a necessity. I’ve come to appreciate that happiness on the job is a leading indicator of an individual’s ability to sustain high levels of passion, performance, and productivity over the long run.” It may have been Harvey MacKay who said, “Do what you love, love what you do and you’ll never work a day in your life.” If employees truly enjoyed their work, they would be motivated, engaged, and most important, loyal to the company and the customer!
Listening to the Voice of Customers: Can You Answer These 5 Key Questions? by Bob Thompson
(Customer Think) Effective listening to the complete voice of the customer is a foundational capability for customer-centric maturity. You can’t improve if you don’t listen!
My Comment: If you lead the customer service initiative in your company and really want to hear the “voice of the customer,” then you need to be able to answer these five questions.
