Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.

Multiple good reads on improving customer service. We start with 13 Ways Leadership Can Lead Employees To Provide World-Class Customer Service

How does a manager get the message of great customer service to actually stick with employees, to the point that they actually translate it into the great customer service behaviors that make a difference to customers?   Micah Soloman with thirteen ways to make this happen.

5 Reasons Why It’s Time To Change Your Customer Support Strategy

You need to rethink the way you deliver customer service. No longer has it become an added extra it’s become a part of the fabric of every company. Fail on this front and you are going to lose out to your competitors, regardless of how awesome your product is.

How Customer Service is Changing and What You Can Do to Take Advantage of It

What can a guy nicknamed Uncle Johnny teach us about future of customer service, even if his prime business years were more than half a century ago?

Finally, read a letter from a traveler that experienced “amazing customer service”: Traveller Letters: Airline’s Amazing Customer Service for Sick Passenger

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