Every week, there’s some great articles out there on customer support and the overall customer experience. Most of us working on support teams tend to be busy helping customers so we don’t have a chance to go scouring the web for them.
To fix that, I’ve got a brand new section of the Support Ops site with the customer support roundup. Each weekend, our team here will make sure you’ve got the best articles from the past week. Weekends are perfect for reading so it’s a good chance to see what might have been missed in the past week.
If you’ve got any articles or links that we’ve missed, make sure to let us know in the comments. You can also grab it as a Readlist here.
Now go find a cup of coffee and dig in!
1. UserConf NYC
UserConf is back in the Big Apple. Great speakers and a fantastic city. What more could you want in a support conference?
2. Customers Remember Pleasant Surprises
Give your customers a nice surprise every now and then. They’ll reward you with their loyalty for it.
3. Dumb Customer Service Rules
Your customers and your team hate dumb rules that make no sense. Ditch them when they no longer serve a purpose.
4. On the Importance of Culture
What happens if your team gets taken out by the flu? Or if there’s a holiday rush that swaps them? Evan from UserVoice shows how important your team culture really is.
5. Don’t annoy your customers to prevent small troubles
There will be trolls, spammers, and generally unpleasant people who try to interact with you. But as Adam puts it, “Don’t create systems that disadvantage the great majority of your customers just to prevent a tiny fraction from taking advantage.”
Thanks for the mention here! This is a fantastic list of some great customer service topics. It’s a set of articles for any organization that is truly committed to developing great customer experiences.
Absolutely! I’ve got a feeling it’s not the last time I’ll mention your posts around here. They’re just packed full of good info and thoughts.
Hey Chase,
Thanks for the shout out! This is a great collection of advice for customer facing professionals. I particularly like Flavio’s advice regarding ditching the dumb CS rules.
Definitely! Thanks for putting out awesomeness with every article over at CTS.
Great ideas here. Especially appreciate the last one. Sometimes companies make rules to prevent the 1% (or less) of bad customers, thereby penalizing all of the good customers.
Thanks Shep! That’s a trap I fall into as well sometimes. It’s easy to make a rule to deal with those bad customers. But it’s not as easy to keep it from affecting the 99% of good customers that you have.