It’s a new year, and a new chance to prove yourself. Get up to speed on the customer service trends and tips you need to know to deliver exceptional customer service all year long.
1. Cancelling Cable – Saturday Night Live
It’s funny because it’s true, but it doesn’t have to be like this. Your customers deserve good customer service and an easy way to cancel, return, or ask for help. It’s really not too much to ask.
2. Brittany Hodak: What we can learn about the future of CX from Warby Parker
Keynote speaker and author Brittany Hodak explains how exceptional service is a competitive advantage that brands can’t afford to ignore.
3. How to keep customers coming back
Check out Jeff Toister’s interview with New York Times best-selling author Shep Hyken, where he shares lessons from his new book, “I’ll Be Back: How to Get Customers to Come Back Again & Again”
4. No, the customer is not always right
As the New York Times reports, customers are increasingly frustrated about COVID-related service disruptions, and they are taking their anger out on service-industry workers. This video explains why the mantra “the customer is always right” might not be right for modern times.
5. Hidden costs of “service with a smile”
In this TED Talk, a retail worker explains how masking your true emotions at work can have an impact on your mental health and work performance.
6. Should you apologize to customers?
Customer service trainer Myra Golden explains the difference between apologizing and saying “I’m sorry,” and why one is often the better solution for repairing customer relationships.
7. How customer service can be a trauma trigger
Childhood trauma coach Name explains how customer service can trigger uncomfortable emotions. Jump to 12:00 for tips to manage your emotions and have more positive interactions, for both customers and agents.
8. Ted Lasso: 8 habits that make you a natural leader
We all have something to learn from Ted Lasso, including how to be a better leader for your customer service team. Contains spoilers for Season 1.
9. CX Moment with TrustPilot
In this series, we talk with businesses about their CX strengths, weaknesses, and opportunities as they retool their operations for the post-pandemic world.
10. Tales of customer service, featuring Freshly
These tales of customer service feature real customers, real problems, and real champions of customer service who saved the day.
11. A defining moment for human connection in customer service
Selena Scardina has spent nearly her entire career in customer service. In this TED Talk, she explains how human experiences—the kind that support agents create every single day—can propel business growth.
12. Zendesk: Introduction to Agent Workspace
In this quick tutorial video you’ll see how a single, unified agent workspace can be a game changer for your service team.
How to deliver exceptional customer experience at scale
Learn from support leaders at top companies about how they've streamlined their operations to create a better customer experience.
13. How IRC uses Zendesk to democratize humanitarian resources
In this short film, find out how the International Rescue Committee uses Zendesk software to help refugees access critical humanitarian aid information.
14. Missed opportunities in customer service
Don’t be the last one to the party. As this video demonstrates, customers want to connect with businesses on the channels they prefer. And yes, that now includes WhatsApp.
15. What is a chatbot and how do they work?
Confused about chat and the AI-powered world of the future? Check out this quick explainer video about chatbots and find out how you can use them to improve your customer service.
16. Jeff Bezos: Why you need to be customer obsessed
Get the backstory on customer obsession, and find out how Amazon uses customer feedback to improve their experience for every customer.
17. Champions of customer service, featuring Lovepop
See how Lovepop is growing to be the champion of magical moments, with a little help from Zendesk.
18. Zendesk: Introduction to Explore & Analytics
Number nerds, assemble. This video will tell you everything you need to know about measuring KPIs in Zendesk.
19. The SERVICE in customer service
“Customer service isn’t about the customer always being right, it’s about the customer feeling heard.” We couldn’t have said it better ourselves.
20. Dealing with anxiety at work
BPO call center professional and career coach Rea Ninja gives tips to help with anxiety when talking to customers over the phone.
21. How to build psychological safety at work
Best-selling author and professor at The Wharton School of the University of Pennsylvania Adam Grant talks to The Knowledge Project about how to create an environment where it’s safe to talk candidly and question the status quo.
22. A day in the life of a support agent
If you know, you know. Follow us on Instagram for more support agent humor.
Continue watching
There’s always more to learn. Check out our YouTube channel for more customer service and CX inspiration, or continue your training with customer service courses on LinkedIn Learning.
