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…

Article #1: Hyken.com

Can I Ever Trust You Again?
5 minute read

Many good real life case studies on how a customer can be too far gone even with stellar customer service experience if they’ve been disappointed one too many times. Ignoring customer complaints doesn’t mean it didn’t happen.


Do things right the first time.

This means having the right process in place to understand the requirements from the customers and deal with any issues promptly.

In 100% of the cases, you would rather let the customers know of any issues with your products and services beforehand instead of the customers finding out themselves.

Article #2: SupportDriven.com

When You Find Yourself Unemployed
9 minute read

An older article from January (back in the days in the “Old World”) but even more relevant now given the pandemic that all of us have to live through. This article offers some great insights and tips in how to keep our mental health in check, and manage our emotions and expectations to get us through these rough times.


There are things in life that we can’t control that will ultimately have a profound impact on our careers. Being laid off from a job is by no means easy (we’ve all been there), but use this time to your advantage to take a break, reflect, and as the article rightly puts it:

“Your last chapter abruptly ended; you’re on the opening page of the next chapter. How does it begin?”

Article #3: CustomerThink.com

Addressing Customer Issues Creatively During a Crisis
6 minute read

A great article on how customer service can be adapted during the pandemic. Many businesses are finding new ways to engage with customers and customer relationships is smack dab in the middle of it.


In our CSQA course, we explored the concept of a customer life cycle and the different frameworks to approach customers at different stages. As you experiment with new customer outreach strategies, don’t lose sight of where customers are in the life cycle, and the level of services that’s best suited for their needs.

For example, the article has a great example on preempting customer issues such as announcing postponements and cancellations ahead of time. This is geared towards customers in the later stage of the customer service cycle as they are already adopters of your service.

Don’t be that company that leaves customers hanging on whether or not an event will occur, or forcing customers to be hone the phone for an hour to get a refund.

Article #4: Fonolo.com

9 Effective Ways To Handle Call Spikes In A Crisis
6 minute read

Useful industry specific tips on how to manage spike in call volume through the pandemic, or any sort of “weird” event that causes disruption to your normal sales channels.


Analyze what customers are calling you about. Are there simple solutions that can be easily implemented through your website or social media that can materially minimize the call volume?

Example: Is everybody inquiring about an event happening in two weeks and cancelling to get a refund?

Be proactive and make an announcement on your social media platforms and take the initiative to start the refund process before the customers have to call in themselves. Not only do you save your customers a lot of time and headache, you also gain trust from the customer for any future events.

Article #5: SupportDriven.com

Working Remotely During Social Distancing:
A Survival Guide

6 minute read

Great guide on some simple things that we can implement in our lives for those of us that’s working from home. Some may seem like common sense but you would be surprised at how many of us neglect these simple things.


As working from home becomes the norm, it is becoming more and more difficult to separate work from home. Despite what many say, some people are finding it busier than ever despite being locked in at home (kids, meal prep, dog walking).

Given our situation, it is becoming even more important to refocus on the basics of our livelihood, including implementing a healthier life style and continue to maintain social contact remotely as much as possible.