Customer Service managers have a tough job. They need to ensure that the customers are happy, and in order to do that, they need to ensure their employees are happy as well. How to keep everyone happy and improve your business at the same time? It’s not that hard, really. All you need to do is to use the right knowledge at the right time.
So how do you know if an information is any good in a world that is overwhelmed with information? Fear not, because we have collected 7 killer resources for customer managers to keep everyone, including themselves, happy and successful.
Warren Buffett spends 80% of his day reading.
“I just sit in my office and read all day,” says Warren. When it comes to customer service managers, books are one of the best resources.
“How to Wow” by Adrian Swinscoe is a book full of practical tips, interviews and inspiring insights. It comes with 68 strategies that will show you how to stand out from your competitors. The best thing is that this book is not only for customer experience professionals. Whatever your business is, you will learn how to attract new customers and resolve a wide range of problems.
Adrian Swinscoe is a customer experience consultant and advisor. He has been developing customer-focused businesses for 20 years. Adrian is a fan of simplicity, which makes his book extremely useful and easy to read.
Shep Hyken, a customer service expert, bestselling author and professional speaker who also happen to write a very interesting blog. The blog is packed with various customer service topics such as: “4 Tips For Ensuring Your Customers Are Treated Better,” “Don’t Just Fix The Problem. Fix The Customer,” “When Improv Meets Business,” etc.
Shep works with companies and organisations who want to build loyal relationships with their customers and employees. That being said, many customer service managers are interested in what Shep has to say. If you want to make sure you never miss Shep’s tips, subscribe to his weekly newsletter too.
Support Ops is one of the best podcasts for customer service managers. It is hosted by Chase Clemons who is helping customers at Basecamp. Once a week, he transforms into the podcast host. By Chase’s admission, this show is the change he wants to see:
“I looked around online for a place to learn about customer support, maybe exchange some ideas with others working support or find best practices… But there was none.”
According to many sources, Support Ops is the closest you can get to taking a course in customer support. Once a week, a crew of customer service professionals from Buffer, Automatic and Wistia get together to discuss a new topic each week. Customer service managers can also follow Support Ops on Twitter.
Yes, Awards. Entering Customer Experience Awards can be very beneficial for customer service managers. It is a fantastic opportunity to motivate your team, network with other managers and business professionals and ultimately spread the word about your company.
Awards that offer open panels to the finalists are a great chance for teams to learn much more than from any other online resources because they are surrounded by other amazing initiatives, live. Attending awards is also a chance to stay updated with the newest trends in customer experience industry.
Customer service managers and their teams should subscribe to customer experience newsletters too!
- The Helpfuls Newsletter is a curated reading list by Morten Lundsby of UserChamp. Every week, you will receive five links curated to help you improve your customer service and build great products.
- CXM World Newsletter collects the best customer experience stories and studies that are mainly focused on the businesses and happenings in the Gulf region. Once a week, CXM World sends out a newsletter with top stories for customer experience professionals and those who want to learn more.
When Sarah Chambers isn’t running Kayako support team, she shares her experiences of working remotely and the lessons she has learned from building support teams. Sarah is also an active note-taker at conferences she attends, so you might want to find her on Medium and Twitter.
The CXPA or the Customer Experience Professionals Association is the global non-profit organisation dedicated to the advancement and cultivation of the Customer Experience profession.
The community supports the professional development of its members. It also promotes the industry and creates a better understanding of the discipline of Customer Experience. You can join this community for an annual fee and become part of the only global association dedicated to developing customer experience management.