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.
How One Brand Builds Customer Loyalty in 10 Feet and 10 Seconds by Carmine Gallo
(Forbes) I like to revisit the story of AT&T Retail from time to time to see how Roth is doing in his mission to transform the brand into one of America’s premier retailers. In a recent conversation with Roth, he said that the number one driver of a customer’s overall satisfaction with a brand is the relationship a customer has with the sales associate, or employee. Yes, even more important than store design, hours of operation, or lay-out. That’s why greetings matter.
My Comment: First impressions really do make a difference. This article breaks down how one internationally recognized retailer manages the first ten feet and ten seconds of the customer’s experience.
Best Way to Make Employees Better at Their Jobs by Jeff Haden
(Inc.) Forget trying to come up with motivational tools and “tricks.” There’s a better–and simpler–way to get more out of your staff.
My Comment: The powerful question posed in this article is all about improvement and can take a company to the next level. I’d make this a short (and fun) homework assignment. Give every employee a postcard and ask to write down their answer. I bet you get some amazing ideas!
Secret to Outstanding Customer Service by Jeff Haden
(Inc.) Growth and scale are typically the enemy of great, personal customer service–except in this case.
My Comment: Based on the title of the article, this interview with Edward Wimmer promises the “Secret to Outstanding Customer Service.” If you read the entire article, you’ll find more than just one. While Wimmer’s company, Road ID, isn’t a household recognized brand, the concepts and ideas he shares that made his company a success can be scaled to virtually any size company.
Five Trusty Tips to Score Better Customer Service by Michael Estrin
(FOX Business) While businesses can do a better job of handling customer complaints, there are things consumers can do to better navigate the complex and often stressful process.
My Comment: Most articles about customer service help companies get better. I like that this article is about how a customer can get better service, especially if there is a problem. Thank you.
5 Customer Service Memes You Can’t Miss by Omar Zaibak
(fonolo) Here are 5 memes that explain what is frustrating customers today.
My Comment: If you or your company is guilty of any of these five, watch out!
