The Secret of #custserv

A couple of weeks ago I stumbled across a great conversation happening on Twitter. Well great if you’re in the business of or have an interest in customer service and I think most of us in some way do.

Every Wednesday at 11am Australian EST there is an hour long discussion on customer service. Each week there is a different topic and questions about that particular topic.

Things you can learn:
- thoughts on customer service
- strategies
- tips
- experiences good and bad
- quotes
- stats
- case studies

Last weeks topic was Call Centres, there was “HEAPS” of heated debate on whether they are good, bad or otherwise. The overwhelming feeling was that the key was showing real empathy and providing real support to the customer.

Other useful topics covered include “Is Marketing the new Customer Service?” and "Customer Service Follow Up".

Some of the Tweeters I found most useful were:
@KateNasser
@Mashacollier
@bsdalton

These guys are just the tip of the iceberg, you will find many other useful contacts. Check them out!

Please have a look at the archive of the #custserv discussion

It also provided me with this interesting empathy test to see if I had what it took to work in a call centre.

You can also interact with those of us in the Customer service industry and discuss (in 140 characters or less of course) about your ideas, opinions and challenges.

So if you are in the Customer Service industry or just have an interest I recommend you engage.

Please share with us any other resources you think might be useful.