Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
National 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.
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.
A collection of the best posts about customer service and the customer experience I read this past month.
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!
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.
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.