One would tend to believe customer service is customer service. No trends. A smile is a smile. Empathy, listening, going the extra mile are standards. Apparently things change and what might have been hot is not. Shep Hyken, the customer service and experience expert with What’s Hot In Customer Service — And What’s Not Other good reads this week: There’s Much More to Customer Service Than Policies And Rules — It’s A Philosophy Customer service is a way of thinking that needs to be adopted by everyone in an organization, from the newest employee all the way up to the CEO.… 

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 Why Great…