Getting the most from your Customer Service Team

Liz Russell

The Plan

That light bulb moment Briefing the team Increasing revenues Solving the queries Learning more about your subscribers

That light bulb moment! (The best initiative in the world ever!)

Share it with Dovetail….. How could Dovetail implement it? What questions do the team have? What might be the roadblocks? Is there a better way? From experience what might the results

be?

Building and delivering the brief

Not just a campaign set up form…..

Explaining the initiative Sharing the creative or customer journey Sharing the expected outcome or targets Setting the guidelines

Building and delivering the brief

Think differently…..

Increasing revenues

Bold Chat

Up-sell

Cross-sell

Merchandise

Solving the queries

An efficient response increases propensity to renew…

“Only 5% of subscribers have made a conscious decision not to renew their subscription.  The

remaining 95% are in various degrees of commitment and indecision.  Among the waverers, customer service is a sensitive issue which has a material effect on their decision whether to renew

or not.” Jim Bilton SSS 2014

Solving the queries and learning more about your subscribers

Keep it simple

Provide guidelines to encourage autonomy

Talk to the team

Listen to calls

In Summary

Its all about:

Engagement

Empowerment

The right information