In the Know: Tips from Customer Service Influencers

Aug 28, 2015

A man with a speech bubble full of idea light bulbs with a woman plucking a lightbulb from the bubble
Here at PATLive, we fancy ourselves customer service experts – that’s what we do around the clock. To say we’ve learned a thing or two about treating customers exceptionally would be putting it mildly.

While we do have a lot to say on our blog about the subject, social media influencers are dropping customer service truth nuggets all day long. In case you aren’t aware, an influencer is defined as someone with a powerful social media presence regardless of follower amounts.

Following influencers from your industry on social media is a great way to keep up with trends and find fascinating content to share. It’s also a great way to connect to the power players in your industry. If they follow you back, even better.

I reached out to a handful of our favorite customer service influencers on Twitter: Bill Quiseng, Roy Atkinson, Michael Lytle and Shep Hyken. I asked if they would share some of their best customer service tips just for you and they were more than happy to chime in. So, if you’ve been in the market for some solid service advice, you’ve come to the right place. Here are 7 customer service tips from the influencers.

  1. Treat Your Employees Well

    "Treat Your Employees the way you want them to treat your customers!" ~Michael Little

    If you want your employees to actually care about your customers, it’s imperative they are treated extremely well. Take the time to create a culture that makes its employees feel as if they have a stake and are valuable members of a team. Incentives and acknowledgement go a long way, too.

  2. Customer Service Is a State of Mind

    "Customer service is not a department. It's a philosophy to be embraced by everyone in an organization. Everyone plays their part in contributing to the customer's experience." ~Shep Hyken

    All departments need to be on board to create the total customer experience. It can’t be only the customer service department pulling all of the weight. Everyone needs to do their part.

  3. Just Listen.

    "Listen. Listen to your customer. Listen to your frontline workers. Just listen." - Roy Atkinson

    Keep your ears open and pay attention to what is actually being said. If all you think you hear is, “Blah blah complaint complaint blah blah,” then you’re likely to miss an opportunity to make something better for your customers or employees.

  4. Relationships are Key

    "Think RELATIONSHIPS or Go Broke. It is all about the interaction, not the transaction." Bill Quiseng

    Want to connect with more people? Place more importance on the interaction you have with them rather than worrying about completing a transaction. Treat customers like humans, not commodities.

  5. Are You Helping Your Customer Succeed?

    "Ask yourself, 'How am I helping this customer succeed?' If you do that, their experience will be better and so will yours." -Roy Atkinson

    If we imagine we’re on the same team as our customers, we will ultimately want to see them do well. Be as helpful as you can to ensure they achieve their goals. It’s a win-win.

  6. Send Your Customers’ Hearts All Aflutter

    "To create customer loyalty, don't try to get inside their heads. Get inside their hearts. Create an emotional connection." - Bill Quiseng

    If you take the time to make an emotional connection with your customers, it’s something that will stick with them for the long haul. People love to feel valued and appreciated. Stay away from the head games and strum their heart strings instead.

  7. Keep It Simple

    "Kiip things simple for your customers. Simplicity wins." -Roy Atkinson

    Want to make your customers extremely happy? Make sure every step they have to take with your business is easy. This means providing lots of information from the get-go, including an informative onboarding process and continuous communication throughout the relationship. Make things as easy as possible just for them.

Can’t get enough customer service knowledge? Check out more tips by the experts on the PATLive call center team!


Stephanie Jones

Stephanie Jones is a content writer and the social media manager for PATLive. She works from her cave, er, her home in Fayetteville, Ark., with her trusty dog and curmudgeonly cat by her side.


  • Ganesh says:

    Great quotes Stephanie! As much as it is important to realize the importance of having an emotional connect, brands need to drill down this value system to the front-line employees. Only then can customer service offer TRUE value to customers and also generate return customers.

    • Admin says:

      I hear that! Front-line employees make a huge difference in customer perception and retention. Thanks so much for reading, Ganesh!

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