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Transcript of All survivalists live and die based on the tools that they ...desk kit-1.pdf · All survivalists...
All survivalists live and die based on the tools that they have at their disposal. Support agents need to make sure their desk is packed with the right resources so that they are
prepared for any customer service situations. Desk.com’s Customer WOW team put together 5 tools every agent needs for their desk:
CLOTHING & GEAR
1. HEADGEAR
FOOTWEAR
UPPER GARMENT
LOWER GARMENT
IN THE EVENT OF A CRISIS
INVENTORY
SUPPLEMENTS2. DAYTIME 3. NIGHTIME
+
4. PEN AND PAPER
5. PANIC PETE
ARM YOURSELF WITH THE RIGHT TOOLS:5 TOOLS EVERY SUPPORT AGENT NEEDS FOR THEIR DESK
CONTACT US [email protected] 1-877-226-9212
You can try to change your surroundings, but that’s a battle that you will either lose or waste too much energy on. Your best chance of survival is understanding them and adapting. Customer support has drastically evolved in recent years with the rise of social media, mobile and other immediate solutions. Consumers are finding new channels to seek support and voice their issues. Make sure your business fully understands where your customers are coming from:
UNDERSTAND YOUR SURROUNDINGS:5 CUSTOMER SERVICE CHANNELS
40%PHONE
29%IN PERSON
18%EMAIL
13%ONLINE CHAT,SOCIAL MEDIA
CONTACT US [email protected] 1-877-226-9212
PREPARE FOR THE WORST:4 BIGGEST COMPLAINTS FROM CUSTOMERS
Always hope for the best but plan for the worst. Set goals and expectations for your team to handle some of the biggest headaches that customers have dealing with support issues. Below are the top four service experiences they hate. Make sure you are aware that these issues exist and become legendary at dealing with them.
27%
33%
22%
65%TIME TO ISSUE RESOLUTION
CONSISTENCY OF EXPERIENCE
COST OF SERVICE
LACK OF SELF-SERVICE INFO
DO NOT
SWIM
TOP FOUR BIGGEST COMPLAINTS THAT CUSTOMERS HAVE WITH SUPPORTTrends in Customer Service - Multi-Channel Edition, Aberdeen Group
CONTACT US [email protected] 1-877-226-9212
Nobody picked up a fishing rod and knew how to catch a fish. They learned from others that knew how to. If you want to learn more about customer service you need to listen to the masters of the field. Here are 9 great books that will benefit your business as well as your customers.
READ YOUR INSTRUCTION MANUAL:9 CUSTOMER SERVICE BOOKS YOU NEED TO READ
The Thank You Economyby Gary Vaynerchuk
Customer Satisfaction is Worthless,Customer Loyalty is Priceless
by Jeffrey Gitomer
The Nordstrom Way to Customer Service Excellence
by Robert Spector
The Starbucks Experienceby Joseph A. Michelli
I Love You More Than My Dogby Jeanne Bliss
Getting Nakedby Patrick Lencioni
Secret Serviceby John R. DiJulius
Behind the Cloudby Marc Benioff
Strategic Customer Serviceby John Goodman
CONTACT US [email protected] 1-877-226-9212
Following the leaders of your field is a great way to network and constantly learn more. Fortunately, the field of customer support has a wide array of leaders to follow on Twitter. All of these professionals are knowledgable and accommodating on Twitter. Give them a follow and learn from the leaders.
FOLLOW THE LEADERS:30 CUSTOMER SERVICE PROFESSIONALS TO FOLLOW ON TWITTER
1. Alex Bard, @alexbard
2. Ray Wang, @rwang0
3. Kate Nasser, @Kate Nasser
4. Marsha Collier, @MarshaCollier
5. Shep Hyken, @Hyken
6. Flavio Martins, @flavmartins
7. Frank Eliason, @FrankEliason
8. Roy Atkinson, @RoyAtkinson
9. Charlie Isaacs, @charlieisaacs
10. Ted Coines, @tedcoines
11. Greg Meyer, @gmeyer
12. Bruce Temkin, @btemkin
13. Jeanne Bliss, @JeanneBliss
14. Wendy S Lea, @WendySLea
15. Colin Shaw, @ColinShaw_CX
16. Michael Lytle, @Michael_Lytle
17. William Band, @waband
18. Guy Stephens, @guy1067
19. Esteban Kolsky, @ekolsky
20. Bob Thompson, @Bob_Thompson
21. Bob E Hayes, @bobehayes
22. Caty Kobe, @catykobe
23. Greg Ortbach, @GregOrtbach
24. Mark Bernhardt, @ImMarkBernhardt
25. Alan Berkson, @berkson0
26. Rachel Miller, @rachelloumiller
27. Michael Ludwig, @Michael_Ludwig
28. Jason Houck, @MJasonHouck
29. Bill Gerth, @comcastcares
30. Mike Wittenstein, @mikewittenstein
These 30 names were extracted from The Top 100 Most Social Customer Service Pros On Twitter from Vala Afshar. Click here to check out the full list.
CONTACT US [email protected] 1-877-226-9212
JOIN THE GROUP:7 LINKEDIN GROUPS TO JOIN FOR CUSTOMER SERVICE BEST PRACTICES
One of the most essential rules of survival is to stay with your group. A group of people in a survival situation provide companionship, more solutions to problems and additional resources. LinkedIn Groups are not much different when it comes to customer support. Groups that specialize in this field provide a network of experienced professionals all interacting to connect with one another, bring forth best practices and solve common obstacles. Below are seven of the best LinkedIn Groups for customer service.
1. Customer Service Professionals
2. Customer Service Champions
3. Desk.com Power Users Group
4. Customer Service Innovation Group
5. Customer Service Excellence
6. Customer Service Leadership Forum
7. Customer Service Managers
Click here to join the group!
Click here to join the group!
Click here to join the group!
Click here to join the group!
Click here to join the group!
Click here to join the group!
Click here to join the group!
CONTACT US [email protected] 1-877-226-9212
In a recent interview with legendary survivalist Bear Grylls, he states: “If anything will wear you down it’s negativity. Staying positive is a key to surviving no matter how long you are lost.” Customer support is not much different and it is important to keep motivated and stay positive especially when times are tough. Here are some of Desk.com’s favorite customer service quotes from the professionals:
STAY POSITIVE:15 OF THE BEST CUSTOMER SERVICE QUOTES FROM THE PROFESSIONALS
“The goal as a company is to have customer service that is not just the best but LEGENDARY.” - Sam Walton, Founder of Wal-Mart
“It is not the employer who pays the wages. Employers only handle the money... It is the customer who pays the wages.” - Henry Ford, Founder of Ford Motors
“If you work just for money, you’ll NEVER make it, but if you love what you’re doing and you always put the customer first, success will be yours.” - Ray Kroc, Founder of McDonald’s
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos, CEO of Amazon.com “Your most unhappy customers are your greatest source of learning.” - Bill Gates, Founder of Microsoft “A man without a smiling face must not open a shop.” - Chinese Proverb
“Do what they do so well that you will want to see it again and bring their friends.” - Walt Disney, Founder of Disney
“One customer well taken care of could be more valuable than $10,000 worth of advertising.” - Jim Rohn, Entrepreneur “Always do more than is required of you.” - George Patton, Former General of the United States Army
“When the comes customer first, the customer will last.” - Robert Half
“Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer.” - Dale Carnegie
“If you don’t genuinely like your customers, chances are they won’t buy.” - Thomas Watson, former CEO IBM
“You are allowed to do this…don’t worry about the rules, don’t worry about getting into trouble, your job is to take care of the customer. Your job is to make the person leave happy.” - John Pepper, CEO and Co-Founder of Boloco
“If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier.” - Doug Smith
“Unless you have 100% customer satisfaction, you must improve.” - Horst Schulz
CONTACT US [email protected] 1-877-226-9212
START PROVIDING EXCEPTIONAL CUSTOMER SERVICE
o Build your company’s own personalized, fully-branded support center o Track and organize all cases and customer interactions in one Universal Inbox o Gather customer intelligence and agent performances using reporting features o Battle peak seasons with better case management
Get up and running with Desk.com today.
