Support agents, managers and CX leaders know that there’s more to customer service than the funny scenes we watch on TV. While we enjoy them as much as anyone else, we also recognise how much effort support professionals put into their work. In fact, a lot of us could learn something from the calm confidence of a support agent.
For inspiration, take a look at this list of customer service videos from industry professionals and thought leaders. We have something for everyone, from agents to chief customer officers.
Customer service videos
Latest customer service videos: What we’re watching right now
There’s a lot happening in the world right now, and it’s definitely affecting customers. Here are a few videos that might help as you adapt your customer service for COVID-19 and beyond.
Let’s talk change, with CX leaders
We chatted with CX leaders about how the pandemic has fundamentally changed the way in which we relate to each other. Jump to 15:00 to catch the start of the conversation and a special guest whom you might recognise. Hint: He was in the original cast of the Broadway musical Hamilton.
Three tips for delivering bad news in the COVID-19 era
Myra Golden is an experienced service professional, who helps businesses rethink their customer-complaint process so that they can retain more customers. In this video, she shares tips for tactfully handling issues that may arise due to COVID-19.
Four ways to create an effortless customer experience
In this video, customer service consultant and trainer Jeff Toister talks to customer experience expert Matt Dixon about how reducing customer effort is just as important, and maybe more important, than impressing customers with grand gestures.
Customer service TED talks
These TED talks are sure to inspire your customer service team, and they can enrich life outside work as well.
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.
I was seduced by exceptional customer service
Business has never been more competitive. John Boccuzzi Jr., a sales professional with over 20 years of experience, explains how customer service can be an important differentiator when customers have many similar brands to choose from.
How not to take things personally
Support agents have a really difficult job. Talking to frustrated customers can be exhausting, especially if you take their complaints personally. This TED talk gives you practical tips that you can use at work (and at home) to keep things in perspective.
Customer service training videos
Help your team brush up on their customer service skills with these fun videos aimed at improving social skills and enhancing communication with customers.
Six easy ways to charm anyone
Charisma on Command is a YouTube channel that demystifies social skills with examples from pop culture. These tips can help anyone, including support agents, win people over when it matters most.
Ten call centre acknowledgement, empathy and reassurance statements
Rea Alducente, also known as Rea Ninja, is a customer service specialist and former BPO contact centre agent. Here, she shares tips for responding to customers’ complaints with empathy, and you can find even more tips on her YouTube channel.
You don’t know your customer’s story
In this video, customer service expert and trainer Adam Toporek gives an important reminder about dealing with unhappy customers. We never know what might be happening in a person’s life that could be causing them to have a negative reaction, so always try to lead with empathy.
Customer experience videos
Get your team excited about CX with these videos that show how a customer-focused approach can help create lasting loyalty.
Customer service vs customer experience: What’s the difference?
Patrick Bet-David is a serial entrepreneur and creator of the Valuetainment YouTube channel. In one of the most popular videos about customer experience, he explains how brands can leverage customer service as part of their larger CX strategy.
A CX Moment with Shopify
We’re all stronger when we share ideas. We created the CX Moments series to help show our community how other businesses are approaching CX challenges in the midst of the pandemic. See the YouTube playlist for more conversations from this series.
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 that they prefer. And yes, this now includes WhatsApp.
Zendesk video tutorials
Find out how Zendesk software works with these video tutorials explaining key product features, benefits and tips.
Zendesk tutorials (YouTube playlist)
Start here with an introductory video showing how to navigate Zendesk Support. Continue watching the playlist to become familiar with key product features that can help you increase efficiency and improve customer experience.
How to create an Explore report for tickets created vs tickets solved
In this how-to video, we take you through how to create a report in Zendesk Explore, showing the number of tickets created versus the number of tickets solved over a period of time. This is a valuable help desk metric because it can show how well your team is processing tickets and help to identify staffing requirements.
What’s Good: Answer Bot
In our What’s Good series, we share some of the most helpful Zendesk products and features, so you can make the most of your Zendesk software. Here, we show how Answer Bot can help you resolve more tickets with less effort.
Continue watching
There’s always more to learn. Have a look at our YouTube channel for more customer service and CX inspiration or continue your training with customer service courses on LinkedIn Learning.
