Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 25: November 2013
Thoughts on the Customer: Respect, It Matters
Respect is a loaded word, with differing meanings spanning across cultures, age cohorts, and individuals. For the purposes of this short section, let us just all agree that people want to be respected, and customers, who are paying their hard-earned money for our product or service, expect to be respected.
While the concept of respect is highly individualized, the simple courtesies are universal. How do you show respect?
- Thank You
It’s as simple as basic courtesy; yet, how many customer service experiences have you had where these basics were not even present? Of course, once you establish rapport, you can substitute a person’s name and familiarity for ma’am and sir, but please and thank you — they simply never go out of style, and that only leaves me to say…
Thank you for reading this post. Please enjoy the great customer service writing below.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month.
- How Can Magic Phrases Help Secure Repeat Business – Great advice for frontline employees on recognizing and seizing opportunities to create rapport with customers.
- 5 Simple Ways to Get Your Customers to Listen to You – Practical, easy tips that can improve your communication with customers.
- Get New Customers Now: 10 Effective Ways to Attract Business in a Hurry – Unique tips that you may not have considered when trying to attract new customers.
- Want To Service Customers’ Holiday Returns Like A Retail Expert? You Need To Know One Word – A positive spin on the dreaded holiday return.
- The 15 Senses of a Great Customer Experience – An insightful post about the ideal senses you should possess and create in your customer experience. The surprise? Common sense wasn’t one of them!
- A Different Kind of Sociability – An anecdote illustrating how employee appreciation can mirror customer appreciation.
- 2013 Customer Service Expectations & Frustrations [Inforgraphic] – A great infographic illustrating current statistics about expectations in customer service.
- A Tale of Two Agents – A story of two agents from contact centers of the same company provided the complete opposite customer experiences; one amazing, and one unbearable.
- What Millennials Represent to Business – A refreshingly balanced perspective on the growing workforce of Millennials.
- Data Overload, Inefficiencies Plague Customer Call Centers – In call centers, big data serves to confuse instead of clarify.
- Customer Service: Small Businesses Have an Edge – Small companies are often able to provide personal service where larger companies cannot.
- Seven of the Top 10 Activities Customers Perform on Their Cell Phones are Shopping-Related – Fantastic news for companies with mobile-friendly sites, online purchase systems and detailed product information on their sites.
- How to Use Instagram to Sell Products – Not every store has the manpower to manage an Instagram sales-system the way this shop owner does, but it’s proved profitable for her.
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
If you missed our interview with Matt Dixon of the CEB this month, make sure to check it out. Matt talked about the research behind his book The Effortless Experience and broke down the reasons explaining the relationship between customer effort and disloyalty. Check out Part 1 and Part 2 of the interview series.