Developing Customer Service Skills For 30+ Years
Scalability or lack thereof is at the core of all customer service issues, for both companies and customers. If it doesn’t scale, it’s not cost effective. Sadly scalable solutions are usually non-human and of low quality for customers What Does “Scaling” Mean and Why Do…
The only revolution here is that social media makes customer service more complicated, more prone to error, and adds up to more frustration for customers Will Social Media Revolutionize Customer Service, As Many “Experts” Suggest? The answer to that question might be that it depends…
Twitter as a broadcast, one way medium What Are The Implications Of People Using Twitter As A Broadcast One-Way Medium? ALL of the research suggests that contrary to all the expert advice on Twitter, companies and individuals use Twitter as a one-way communication method; in…
Social media is a better marketing platform than a customer service platform, but it’s still hard to separate sales directly attributable to social media Does Social Media Increase Online Sales? I’ve been saying for over two years that social media has been overhyped in almost…
Trying to use social media doesn’t mean companies are succeeding at improving customer service via social media How are companies trying to use social media platforms to improve customer service? You are probably aware that companies are using social media platforms to try to communicate…
Share data and metrics with customer facing staff if you want a customer focused organization. Should managers and executives share customer service metrics with customer service staff? The simple answer here is YES. The complex answer is YES, too. There is a very strong tendency…
Most customer service training is way too superficial and misses many important skills What Should Customer Service Training Include? One essential in improving customer service and customer service skills is to ensure that your employees have the necessary skills AND knowledge to provide a satisfactory…
A list of possible customer situations customer service resps should be taught to deal with What Types of Customer Service Situations Should Employees Be Trained in and Prepared For? Customer service representatives need to be able to deal with both routine and non-routine customer service…
A poor premise on which to base customer service strategies Why Is “Respecting The Customer” A BAD Idea Over and over, I hear customer service “experts” tell people that it’s necessary to “respect your customers” or suffer the consequences. This advice is not only useless,…
There are much more important elements in customer service than creating delight and wowing the customer Why Are Consistency, Reliability and Predictability So Important In Customer Service? Customers want and need a sense that the service they receive will be excellent each and every time…
