Paper Smile Face, Business Concept

Monthly Mash: Seth Godin & National Customer Service Week 2012

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 11: September 2012

Customer Experience Resource: National Customer Service Week 2012

Paper Smile Face, Business ConceptNational Customer Service Week begins today, October 1 and lasts through October 5. Last year, we decided to highlight what different customer service experts such as Richard Shapiro, Shep Hyken, and Kate Nasser were suggesting for National Customer Service Week (NCSW). For some great ideas, I suggest you take a look at the original post.

This year, we are going to suggest a little bit different focus: take the week and evaluate the state of your organization’s service delivery and customer experience.

  • Have a speed meeting each day with a different objective.
  • Put together brainstorming sessions to address your top 3-5 customer service challenges.
  • Pose a different question to your team every morning.

This year, make National Customer Service Week about organizational introspection and creating action plans to make sure future weeks are full of great customer service.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience I read this past month.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

On September 10, we saw a spike in traffic to a post from June called How to Be a Good Customer: 16 Ways to Not Be a Jerk. As it turns out, the post (one of my personal favorites) was picked up on Reddit. It was interesting to see people unfamiliar with our blog commenting and interacting with the material. Maybe someone was listening? :)

Enjoy the comments from Reddit here!

Thoughts on the Customer

This month, we wanted to highlight this brief post from Seth Godin about customer service. The entire post is as follows:

“The simplest customer service frustration question of all – ‘Why isn’t this as important to you as it is to me?’”

It is a point that should resonate with all customer facing professionals, because in the gap between what matters to the customer and what team members focus on lie the remains of failed customer service.

Hero-classTM customer service begins with focusing on what customers care about.

About 

By Adam Toporek. Adam Toporek is a Customer Experience Strategist, franchise developer, and small business owner who runs the popular blog Customers That Stick. He is a customer experience speaker and the author of a forthcoming book on frontline customer service (AMACOM, Spring 2015). Adam’s ebook 7 Secret Customer Service Techniques Every Expert Knows has been downloaded in over 100 countries.

    Find more about me on:
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13 replies
  1. Bill Dorman
    Bill Dorman says:

    My stock answer is, ‘it’s not my fault.’ I just want everybody to be clear on who was responsible for that mess.

    Actually, I got a call at 8:30 am yesterday and one of my customers had a water pipe break and flooded their offices. I set the wheels in motion on my side and followed up later in the day to ask how the clean-up was going and what the next step would look like. I also followed up this am just to make sure everything is still on track. I don’t think I ‘wow’d’ them, but I did want to make sure they knew I was available to jump in if needed.

    I also had another crackling fire to be taken care of this morning at 9:00 am, and can safely say mission accomplished.

    Some Monday’s you better be ready to hit the road running……..:).

    Good stuff; I’ll have to check out some of your recommendations. Still trying to get to your e-book; crazy week last week and it’s still an adventure.
    Bill Dorman recently posted..Help me help you jump the humpMy Profile

    Reply

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