5 Top Customer Service Articles For the Week of March 10, 2014


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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.

Customer Service Lessons: Amex by Jason Biddle

(USImprints) Despite the overall reputation of the credit card industry, there is one provider who consistently stands out and strives to break the mold: American Express.

My Comment: A few years ago I had the chance to interview the executive VP of World Service for Amex. It was a fascinating insight to a very customer-centric company (or should I say member-centric). This article captures some of the reasons that Amex has been so successful, and the lessons are transferable to just about any business.

5 Tips for Making Customer Service Extraordinary by Esker

(Esker) How can you make your customer service extraordinary? These five simple tips will take your business to the next level, and will have your customers raving about your company.

My Comment: This is a SlideShare from Esker that shares five common sense customer service tips. It sometimes surprises me how common sense customer service is not always so common.

10 Lessons That Social Can Learn From Traditional Customer Service by Luke Porter

(Sentiment) Social customer service may be new and exciting, but it can still benefit greatly from existing practices and experience. From managing spikes to Last Agent Routing, we think social still has a lot to learn.

My Comment: It’s time to stop separating traditional customer service from social media channels. It is all customer service, regardless of how the customer connects with you. This Infographic is filled with stats, facts and lessons to help deliver a better customer service experience through all communication channels.

40 Eye-Opening Customer Service Quotes by Ekaterina Walter

(Forbes) Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise.

My Comment: Loves these quotes from many famous – and not so famous – business people. They are perfect for conversation starters to our morning meetings.

3 Tips for Gaining Clarity in Customer Service by Jenny Dempsey

(Communicate Better) We’re always making up stories in our minds and eventually, will begin to believe them. This only leads to misunderstandings, stress and ultimately, a not so hot customer experience.

My Comment: This short article deserves an A for simplicity and relevance. Actually three A’s: ask, awareness and attention. That’s all about gaining clarity in how you interact with your customer.

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.


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