The Five Biggest Mistakes your Social Customer Service Agents are Making
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Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 [email protected] The 5 Biggest Mistakes your Social Customer Service Agents are Making
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How are you ensuring the quality, consistency and speed of the response of your social customer service agents? In this insightful session Carolyn Blunt, co-author of 'Delivering Effective Social Customer Service', offers a people perspective on the challenge of social customer service, including practical steps to improve your social customer service performance through leadership, technology and training.
Transcript of The Five Biggest Mistakes your Social Customer Service Agents are Making
Carolyn Blunt BSc(Hons) FCIPDwww.real-results.co.uk
0161 408 [email protected]
The 5 Biggest Mistakes your Social
Customer Service Agents are Making
About Carolyn Blunt
Tr a i n i n g e x p e r i e n c e 1 3 y r s +
C o n t a c t c e n t r e t r a i n i n g & H R D e x p e r t
R e a l R e s u l t s M D ( a w a r d w i n n i n g )
To p i n ‘ m o s t r e s p e c t e d ’ v o t e
C o - A u t h o r o f ‘ D e l i v e r i n g E ff e c t i v e
S o c i a l C u s t o m e r S e r v i c e ’
About Real Results
B 2 B & B 2 C U t i l i t i e s , P o l i c e , S e c u r i t y ,
M a i n t e n a n c e , H o u s i n g , R e t a i l ,
I n s u r a n c e , F a c i l i t i e s M a n a g e m e n t e t c .
Te a m o f e x p e r t t r a i n e r s w o r k i n g
a c r o s s U K & I n t e r n a t i o n a l l y
C r e a t o r s o f o n l i n e t r a i n i n g r e s o u r c e
v i d e o s a n d g u i d e s f o r C o n t a c t C e n t r e s
w w w. c a t l i . c o . u k
Carolyn Bluntwww.real-results.co.uk
“Mistake #1”The mistake that is losing customers…
sometimes without you even realising it
Defensive, bored responses or hands-
tied by processes
82% of customers stop doing business with a brand after
bad service (Harris Interactive)
Carolyn Bluntwww.real-results.co.uk
Carolyn Bluntwww.real-results.co.uk
“Mistake #2” The mistake that means customers will revert back to more expensive
channels
Carolyn Bluntwww.real-results.co.uk
“Mistake #3” The mistake that often
ends up alienating, not
personalising the customer experience
ScriptsTemplatesRepetition
Carolyn Bluntwww.real-results.co.uk
Carolyn Bluntwww.real-results.co.uk
“Mistake #4” the mistake that
confuses customers and puts up barriers
Ignoring difficult
conversations or responding
in overly formal voice
Carolyn Bluntwww.real-results.co.uk
Carolyn Bluntwww.real-results.co.uk
“Mistake #5”The mistake that is
irritating your customers and making
them feel unloved
Assuming your customer can self serve with links
when 76% of Twitter
usage is mobile
Carolyn Bluntwww.real-results.co.uk
Finally....Questions? Comments?Free video www.catli.co.uk
www.real-results.co.uk
@CarolynBlunt Thank you Carolyn Blunt
www.real-results.co.uk
