I’ve been away for a while, in New york as you may have noticed but some of my past posts, and started thinking!  Why aren’t we discussing how to deal with fussy customers.   when i came to collect the top news for you, i found that i’m not the only one discussing this this week.  Customers are always right…or maybe not?  So here is the top news roundup of the week that you can’t afford to miss, tailored to you!

First up this week, we have an article that explores 4 Surprisingly Effective Things to Say in the customer service world.  We all make mistakes, say the wrong things, and misjudge a situation from time to time. But not everyone will admit their errors, especially in a competitive environment.  Can this relate to the call center?

Read more to find out

Increasingly, marketing experts are emphasizing the value of paying attention to the complete customer experience, as opposed to a more narrow focus on lead generation and qualification.

Read more from the experts and get Customer Experience Rules: 15 Stats.

I found a great infographic that can help deal with customers in the call center.  With the rise of smartphones and social media, customers can now access product information and make purchases from anywhere and at anytime. The conversation happens at their convenience not yours, and they expect real responses instead of canned answers. Now more than ever, it’s essential for retailers to listen to what their customers are saying and respond to issues in a timely manner, as their collective voice can make or break the success of a company.

Read more

Why do so many companies ail on customer service?  Good question!  Is it a big problem, or are we being fussy?  Many companies use social media as a tool, and that means that everyone can see their interactions with the customer.

Read more

When the Customer is “right” but crazy?  how to deal with it is a big question!  Ultimately, these horrible customer service stories highlight the need for some caveats to rules like “the customer is always right” — because they can’t always be right. Businesses need to create a culture that both solves for the customer and empowers customer service employees to know when and how to draw a line if necessary.

Read more 

And finally, a big congratulations to a great navigation app called Waze who were bought by Google.  Read all about why Google bought them and how the crowdsourced, gamified gps app will be the best app you ever get.

Have a great weekend, and please share the news roundup to your peers.