Creating Excellent Customer Service Orgs
-
Upload
robyn-tippins -
Category
Business
-
view
1.368 -
download
0
description
Transcript of Creating Excellent Customer Service Orgs
![Page 1: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/1.jpg)
Bad Service:
Hate It, Spread ItHow to increase customer
satisfaction, with fewer reps, more analytics, more press and less money.
![Page 2: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/2.jpg)
Robyn Tippins
Co-founder, Mariposa Interactive
Author, Community 101Community Manager since 1996
![Page 3: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/3.jpg)
Your call is very important to us...
![Page 4: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/4.jpg)
Why Customers say goodbye to you
Die
Move away
Seek alternatives
Leave for competitor
Product dissatisfaction
Due to treatment
0% 5% 10% 15% 20% 25% 30%
![Page 5: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/5.jpg)
We have a lock
on your options,
so we can treat
you how we
like...
![Page 6: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/6.jpg)
#blackberry
![Page 7: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/7.jpg)
We are
completely
disconnected
from what you
are saying about
us right now
![Page 8: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/8.jpg)
#pinkslime
We refuse to
accept that our
customers care
about what they
eat
![Page 9: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/9.jpg)
#cairoFrom the larger Arab Spring movement
![Page 10: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/10.jpg)
We will exploit
human suffering
to sell pants
![Page 11: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/11.jpg)
God dress America
More gems from @KennethCole
1
2
3
Hurricanes aren’t ending. And bird flue is now coming. BUT WEAR?
The ports are secure. But there are other things DUBAI.
Following 9/11 in US
Following Katrina in US
Following 2006 Port Scandal in Dubai
![Page 12: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/12.jpg)
the
customer response
![Page 13: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/13.jpg)
Chapsticks’ Facebook Mishap
Address
comments, don’t
delete them, and
pretend
everything is ok.
![Page 14: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/14.jpg)
![Page 15: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/15.jpg)
2014SuperBowl power failure
![Page 16: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/16.jpg)
2014Buffet bracket challenge
![Page 17: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/17.jpg)
andthe risk
![Page 18: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/18.jpg)
9/11 10th Anniversary
![Page 19: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/19.jpg)
![Page 20: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/20.jpg)
Oops
![Page 21: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/21.jpg)
![Page 22: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/22.jpg)
...but they nail the return
![Page 23: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/23.jpg)
![Page 24: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/24.jpg)
Cartoon from ThisIsIndexed
Scale is possible
![Page 25: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/25.jpg)
Helping Non-Tech Savvy User
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU [email protected]
Actual Customer Service Email
Robyn Tippins | [email protected] | @Duzins on Twitter
![Page 26: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/26.jpg)
helping the non-savvy user
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU [email protected]
Actual Customer Service Email
![Page 27: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/27.jpg)
OK, how about this motto: ‘If you are unhappy for any reason, we will feel really bad.’
![Page 28: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/28.jpg)
Our vision is to be earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.
![Page 29: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/29.jpg)
![Page 30: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/30.jpg)
![Page 31: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/31.jpg)
Positive Assumptions
• No Questions Asked Return Policy – Anytime
• Customer Almost Always Right
• Fast Response
![Page 32: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/32.jpg)
Documentation
• Create an Online Documentation Center
• Place helps in strategic places
![Page 33: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/33.jpg)
Empower Your Reps
• Tell them to take the blame• Encourage creativity• Take away the clock• Encourage power listening• Have them envision the
person on the other side• Encourage real language• Emphasize follow through• Remind them to keep their
cool
![Page 34: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/34.jpg)
Weekly Check-Ups
• Call you customer support help-line
• Send an email through your Help link
• Leave a comment on customer support forums
• Tweet your company
![Page 35: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/35.jpg)
Gift the Extra Mile
• Amaze Me reports• Require follow
through on escalations
• Note patterns and escalate
![Page 36: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/36.jpg)
Guard Your Territory
• Customer-facing Convos Belong to Customer Service
• Fight for a Voice• Fight for Your Reps
![Page 37: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/37.jpg)
Love Your Reps
• Don’t Allow Customer Abuse
• Create a Career Path Out
• Reward Outside of Customer Care
![Page 38: Creating Excellent Customer Service Orgs](https://reader031.fdocuments.in/reader031/viewer/2022013011/55565fe5d8b42a144c8b48a7/html5/thumbnails/38.jpg)
2013 Customer Rankings• WorstWinn DixieSuperValuGapBestBuySafewayMacy’s WalgreensCVSRite AidWalmart
• Best• USAA• A credit union• Charles Schwab• Ace Hardware• Chick –fil-A• Dollar Tree• Costco• Trader Joe’s• HyVee• Sonic Drive-In