Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
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?
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.
A collection of the best posts about customer service and the customer experience we read this past month.
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.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.