Every day I read a number of articles from various online resources. Someone suggested I compile a list of my favorites for the week. Great idea. So, here you are. And, I’ve included a short description and a comment about each article. Most of the articles I share are about customer service and this week I included great articles about company culture, professional speaking and an amazing quote from Gandhi.
Gandhi’s Key to Transformative Customer Service posted by Simon Mainwaring
(socialmediatoday) It is fitting that perhaps the most distilled articulation of the key to successful customer service should come from Mahatma Gandhi himself, as an extension of the life of service (in a larger sense) that he led.
My Comment: Even Mahatma Gandhi understood the very basics of amazing customer service. He beautifully sums up the essence of what customer service is all about.
Why Does Customer Service Suck? by Eric Savitz
(Forbes) These stories underscore that the human element generates meaningful, memorable customer experiences that lead to loyalty and increased revenue. Technology is at the crux of both of these examples, but it’s not the technology that more efficiently fixes customer problems, instead it is the engine that empowers the people that solve them. That’s the key distinction and realization that separates the decent service organizations from the great ones.
My Comment: Not all companies deliver bad service. And with all the statistics and proof, it amazes me that the companies who do “suck” don’t take the time or invest just a little bit to deliver a better level of customer service that gets customers to want to come back. There’s proof that customer service doesn’t cost. It pays. And a good point that technology can empower employees to give a better personal touch.
What public speaking teaches about customer service By Michael Hess
(CBS Money Watch) My favorite topic and obsession, as regular readers know, is customer service. And lately I’ve found it interesting how much the literal “process” of public speaking is, in and of itself, something of a step-by-step lesson in some of the fundamental principles of providing quality service.
My Comment: This combines my two passions. As a professional speaker who focuses on customer service, this article is just perfect. Love the analogies and metaphors. And, as Michael points out, you don’t need to be a professional speaker to appreciate these points. They are important for any communication you have with anybody in any type of business.
10 Elements of Great Company Culture by Paul Spiegelman
(Inc) Building a company culture of engaged employees takes years and requires consistent execution. I boiled down our culture strategy into 10 essential components I call the “10 Cs of Culture.”
My Comment: This is a great list of ten ideas that will provide great discussion topics for companies that are defining their culture. At any given time we may have seen any one of these topics. It’s nice to have them all in one list.
Why We Get Angry About Customer Service by Guy Winch, Ph.D.
(Psychology Today) The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions with customer service representatives often leave us feeling frustrated and angry. What is the customer service industry getting wrong?
My Comment: These three simple customer needs should be shared with every employee of any organization. It just seems like total common sense that we would respect our customers’ time, dignity and intelligence. By the way, this applies to the internal customer as well!
