CSQA Resource Roundup

Insightful Content From Around The Web

Every week our editors pick out the top 5 articles that are highly relevant to the world of customer service and careers.

Here is our top 5 from this week…

Insight:

A nice summary of common phrases that will almost aggravate your customers with certainty.

We get it, sometimes customers miss the obvious when it comes to certain product features or being able to navigate your website so you have to connect the dots for them.

Belittling your customers in these cases will serve very little in getting them on track and will more likely turn them away from your product, and in a worst case scenario, get you in trouble with your superiors.

Do the common sense thing and always put yourself in the customers’ shoes: Would you be comfortable if you were speaking with yourself?


Article #2: workitdaily.com

Insight:

Whenever you are leaving a job, always be thinking about your legacy and your personal brand.

You never know when you will need a reference from your co-workers and your managers, so don’t leave a bad taste in your employer’s mouth and work with the same level of professionalism as you would if you weren’t leaving the job.

Use the opportunity to make sure you have all the contacts you need from your co-workers, and be sure to go through a proper exit interview if you can.

Insight:

A quick guide on the differences between Customer Experience (CX) and User Experience (UX).

Think of it this way, CX is all about strategizing to win the war, while UX is strategizing to win the battles.

It is crucial that CX and UX goes hand in hand as having one area that is lacking may distort your messaging and impact your sales.

Insight:

A very insightful point that when evaluating customer service, customers are not looking to your service on an absolute level, or even necessarily comparing you to your competitors.

Service quality is fungible and you will always be put to the test against some of the best companies that offer stellar services in the world (i.e. fast shipping, companies with no wait time with online support etc).

Take a close look at your business and look for customer experience outside the industry that is currently doing a better job than what you are doing, and use it as a learning opportunity to implement in your own customer experience.

Insight:

At CSQA Institute, we can’t stress enough the importance of having real-time customer service.

Think of all those times where you had a question for a product or service that you came across, but you had to jump through hoops i.e. leave a message / email and wait for a few days before you get a response.

How often would you just give up and look for a similar product from a competitor that was able to provide the answers you needed?

The options suggested here i.e. live chat / social media should be a no brainer for the modern product, but what it boils down to is having knowledgeable and experienced agents that can deal with a wide array of customer issues.

Not only do you show that you are the number one provider for the product and services in question, you only improve your customer service process by minimizing time to escalate the issues and having the customer potentially having to repeat his inquiries again.