Customer success

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The why & how of CUSTOMER SERVICE

Transcript of Customer success

Page 1: Customer success

The why & how of

CUSTOMER SERVICE

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The why is simple

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How = complex?

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ONE AMAZING CHANGE

->->-> heavy word!

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Customer Support

CUSTOMER

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5 things that count the most

Empathy

Positivity

Patience

Clarity

Improvement

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Empathy

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Positivity

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Patience

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Clarity

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Improvement

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Improvement in Groove

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Customer Expectations

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Becoming a Customer Success Agent

We all have different experiences & strengths & can all improve in certain areas, helping the team succeed more as our clients succeed more. LEARN form each other too!

Global understanding of Customer Success

Product Training

Customer Success Canned Responses (language how-to)

Shadowing

Starting to get tickets & discussing. Continual Improvement >>> GROOVE BLOG

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The Evercontact Customer Success FLOW

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Bizdev, technical, Sales, Engagement, new/old

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Email Language FunnelFIRST, understand their need, both what they ask, but really what’s their goal, and how we can move towards our goal (their success and their conversion)

1. Use Your Customer’s Name

2. THANK you for reaching. I’m <name>, your customer success agent at Evercontact & I’m HAPPY to be of help”. *personal, not a robot

3. If problem >>> EMPATHY >>> “I’d Be Frustrated Too.”

4. GRATEFUL >>> Even if they come off very negatively, make sure your customer knows how much you appreciate their feedback.

5. Try to get them to their solution. “Here is a simple but powerful rule: always give people more than what they expect to get”

6. Leave the door open >>> “Is There Anything Else I Can Help You With?”

7. ASK FOR REFERRAL… or follow up / intro to Thomas?

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Good habits #1

1. KISS (keep it short & sweet) // Add bullet points /// Link to Longer Instructions

2. Pay attention to language & stay positive --- avoid "but" & negative formulations (check sentences)

3. Promise updates (not solutions) >>> doesn’t disappoint + builds trust

4. Go the extra kilometer>>> “I Don’t Know, but I’ll Find Out for You.”

Good customer service isn’t always about knowing the right answer. Often, it’s about finding the right answer so that your customer doesn’t have to.

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Good Habits #21. How do you deal w/ a “tough” customer or a crisis >>> most

important word is “Sorry”… never successful to “engage an argument” even if we know we’re RIGHT!

2. Follow up w/ VIPs / B2B >>> send along to Thomas

3. Robots are cool, but people would rarely choose to have a conversation with one. Show the customers you aren't a machine. At the end of the day it's how you make people feel that matters the most

4. Respond Quickly & Accurately >>> more likely to have an ongoing relationship with your brand. (OFTEN THANK YOU for quick response).

5. Seeing the same issues time and again? Dig into what's unclear and update knowledge base or FAQs. >>> reduces repetitive issues

6. Ask THEM Questions The more you know, the more likely you are to resolve an issue to the customer's satisfaction. Don't hesitate to ask more questions to get all the information you need to recommend alternate solutions and advocate for the customer.

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Walk through Groove