March 15 2012

Customer Service Expert Tips

Melina Metzger, Public Relations Manager

There were so many great articles on customer service yesterday that we thought a round-up was in order. Tell us, which one is your favorite and why?

• Inc.: 5 More Habits of Customer-Obsessed Companies
by Amy Buckner Chowdhry
Firms like Intuit, eBay, and PayPal are intensely focused on improving online user experience. Here's five more ways you can be, too.

• Inc.: 8 Steps to Squash a Customer's Complaint
by Matthew Swyers
Customer complaints are inevitable. No matter how great your goods or services are the old adage will eventually be proven true: You cannot please 100% of the people 100% of the time. Remember these rules when resolving your customer service issues.

• The Ghost of Christmas Yet to Come
by Richard Owen, President and CEO of Satmetrix
This article offers a great explanation of how the Net Promoter benchmark study may differ from a company's own NPS results.

• Smart Blog on Leadership: How to Make Customer Service Easy for Your Employees
by Barry Moltz
Questions leaders must ask themselves in striving toward a customer-focused culture.

• Up Your Service: Are your Company Communications Memorable?
by Andrea Ihara
Creating positive, memorable communications can be easy. A model called the 4Cs of Truth in Communication stands for Comprehension, Connection, Credibility and Contagiousness. This model has incredible value for anyone striving to improve service performance or to differentiate based on a culture of superior service.

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