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Consumerist reader K.N. was soooo close to being served by T-Mobile, only to be denied. More and more businesses are pushing customers toward online chat as a preferred form of customer service. Best Buy even ditched ... 
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There's nothing particularly new about the horrendous state of customer service. What is new is that maybe, just maybe, businesses will take steps to make customers happier this year.
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Improving your Customer Service through simple steps meant to increase customer satisfaction.
Trish Sadar's insight:
Great tips! Our philosophy is to always give your customers more than what they expect! Making it easy for them to contact you is important as well.
We as service providers must always stay connected to listen to what our customers are saying. Technology changes fast, and customer expectations change quickly.
If we listen and respond to their suggestions -- not only will customers feel important, they will always feel understood, and they will be more likely to jump ship...we want them to know this company is where you belong.
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Customer service is the heart of every business let alone ecommerce. If your customers feel that your business is not worth the time and money, then they will walk into your competitors business.
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Using the phrase (5 Phrases Guaranteed to Boost Your Customer Service http://t.co/MlmGtmYw)
Trish Sadar's insight:
Great article!
5 Simple phrases that we should all strengthen our usage of!
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Recent research from the American Customer Satisfaction Index studies (as noted in this businessinsider.com article) showed that 3 of the worst 14 companies for (2013 Customer Service Trends – High Tech Needs High Touch – Part 1 of 4
Trish Sadar's insight:
Please read this article, which provides a latest poll.
I completely agree.....High Tech Needs High Touch! When you search high and low for a telephone number to speak with a person, often with many firms a number is not available. It becomes frustrating when you send an email and do not get a response.
We have to ask ourselves constantly what is the purpose of the technology we are using, and ensure that the tools are adding value to our value proposition -- not detracting. We can't let our tools run us.
What are your thougths?
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We have still much to learn from the standards of service displayed by US employees, says Tony Morris. (Differentiating between right and left doesn't just let you drive abroad - it can help you sell too!
Trish Sadar's insight:
We have forgotten was real, genuine, and warm customer service is. it is when someone does something not because it is written in their job description.
Those Wow moments, come from people who listened, observed, and then took it upon themself to anticipate what we as customers will need. Why do they do it??? Because they care! Its the little things for customers that are the big things.
The article gives a couple different examples of this: first when the waitress had overheard the manager telling a customer that they could not want their baby bottles in the kitchen for them. The next day she had taken it upon herself to buy bottles, detergent, and a brush to clean the bottles. She surprised the customer and refused to take money.
The article's question to us: "If we can apply this lesson to every sales meeting, where we leave the prospect wowed by doing that one little thing that means a great deal to them, what difference could that make to our conversion rates?"
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3 Reasons Your People Should Love Customer Service Metrics Business 2 Community Customer service metrics are MUCH more than a number, they're the key to tell your people where they've been, where they are, and where they can go in their quest to...
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Global companies seeking ways to provide a differentiated customer experience should focus on the power of emotion, according to a new study from AchieveGlobal, a global workforce development firm.
Trish Sadar's insight:
I always believed this!
Real Customer Service comes when you are treated kindly and sincerely by an individual who really cares about you.
When you as the customer feel like you are special and important...that is customer service!
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As we’re now well into January, commentators are releasing a growing number of predictions for the customer service market in 2013. The latest is from industry analysts Forrester. While its full tr...
Trish Sadar's insight:
Yes, the key to customer loyalty first is to show customers how important they are and that you care. Secondly, personalizing service and empowering everyone to deliver that level is service is key!
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Trish Sadar's insight:
Social Listening is very interesting trend for 2013!
I don't believe many organizations have mastered how to do this efficiently and effectively.
Do you have any examples to share with us?
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The experience of people like Nina Boal makes me optimistic about the future of air travel.An information technology specialist for a government agency in Baltimore, Boal ran into trouble recently...
Trish Sadar's insight:
Very interesting article about the philosophy of various airlines.
One question that every organization should ask regardless of their customer service philosophy....Do they have support from the top regarding their customer service philosophy?
Organizations like Zappos pride themselves in cultivating a service culture where every employee believes, shares the values, and is empowered to deliver that level of service.
What are your thoughts?
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The 12 customer service trends for 2012 from businesses doing things right. It's customers who grow companies, always focus on customers.
Trish Sadar's insight:
I could not agree more with this article....Customers grow companies. Not shareholders. Both are important; however, we can never lose sight of who our true bosses are -- the customers.
They are the ones who make our paycheck possible.
Point #1 for 2012 still holds true for 2013 and into the future. I posted the 12 as a summary to the article for your convenience. 1. Customer is King in Customer Service2. Hyper Responsive Customer Service3. Customer Experts as Part of the Community4. An Answering Machine is NOT 24/75. Flexible & Generous Return & Exchange Policies6. Empowered Customer Service Teams7. Bigger and Better Word of Mouth Promotions8. More Emphasis on Community Reviews9. Company-wide Customer Service Focus10. Personal Touch Service11. Purchasing Products or Services Seen as a Journey12. Do Good, Be GREAT.What other things do you think should be on the list?
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More than one billion people like and comment on Facebook posts and pages an average of 3.2 billion times every day. Are they liking and commenting on your
Trish Sadar's insight:
Interesting article on facebook's new graph search tool. How will it impact us as customers, and how will this tool impact businesses?
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A few months ago I started to notice I was receiving notes of good feedback from customers about a couple agents in particular. Incidentally seeing good feedback is something I love about my job.
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This is a great example of the type of experience we don't want our customers to receive. We need to make sure that we are running our technology and systems -- not the other way around.
Technology and tools are wonderful, we do have to constantly monitor and make sure that the objective of the tools are being met. That means that we need to set service measures to ensure that we as a company are clear on what success looks like in regards to the service experience we aim to deliver to every customer.
If we constantly do this and monitor, we will be able to make quick modifications to rectify.