The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. The customer service sector is unique in that it requires both companies and people to undergo continuous improvement. Though, in my humble opinion, this is also what makes it so fun.
At Fonolo, we have distributed a ton of written resources to help professionals in the field, but of course people all learn in different ways. Today we’d like to share some must-watch TED Talks.
If you haven’t watched TED Talks before, you’re in for a treat. TED has done a fabulous job at building a global community of people across virtually every discipline. This organization posts free talks online, covering a slew of topics! Here are three videos that are sure to help customer service professionals.
How to Speak So That People Want to Listen | Julian Treasure
Julian Treasure offers some useful vocal exercises and shares tips on how to speak with empathy. The power of speaking is important for those dealing with customer interactions.
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Your Body Language May Shape Who You Are | Amy Cuddy
Social psychologist Amy Cuddy argues that “power posing” — standing in a posture of confidence, even when we don’t feel confident — can boost feelings of confidence. This is critical for front-line staff in a customer service organization.
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Walking in The Shoes of Your Customers | Nigel T Packer
Since customer service has become more digital, it’s important to understand the customer journey from an online perspective. Nigel Packer has provided businesses with a wealth of understanding in the way we use the internet and the irritations that make us want to throw our mobiles, tablets and PC’s out of the window.
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No Soup for You!
Ok, this one is just for fun. Jerry, George, and Elaine patronize a new soup stand Kramer has been praising. Jerry explains that the owner, Yev Kassem, is known as the “Soup Nazi” due to his temperament and insistence on a strict manner of behavior while placing an order.
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In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.
- What is CSat, NPS, and CES
- Understanding Industry Benchmarks
- Making the Most of Customer Feedback
- Know What Makes Customers Tick
- Plus So Much More!