10 insights to deliver amazing customer service
Post on 17-Oct-2014
15.998 views
DESCRIPTION
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!TRANSCRIPT
Greg Meyer Manager of Customer WOW at Desk.com
www.linkedin.com/in/gregmeyer
@grmeyer
1. Poor Customer Service Kills Repeated Business
48% of customers say that poor customer
service is the biggest deterrent to brand loyalty
http://www.parature.com/survey-customer-loyalty/
Click to tweet the fact!
What can you do to increase loyalty?
ü Answer their question and ask for one more
What can you do to increase loyalty?
ü Answer their question and ask for one more
What can you do to increase loyalty?
ü Find a great way to solve a customer service problem in their business and share it with them
ü Answer their question and ask for one more
What can you do to increase loyalty?
ü Find a great way to solve a customer service problem in their business and share it with them
ü Commit RANDOM ACTS OF CUSTOMER WOW
2. You Should Use Social Customer Service to Grow Your Business
Customers who engage with companies over social media
spend 20% to 40% more money with those
companies than other customers.
http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
What can you do to grow your business?
What can you do to grow your business?
ü Answer the question on Twitter.
What can you do to grow your business?
ü Answer the question on Twitter.
No, really. Answer the question.
What can you do to grow your business?
ü Answer the question on Twitter.
The faster, the better.
No, really. Answer the question.
And include a link where they can learn more
information
3. Help Your Customers By Giving
them a Headstart
Customers who are informed that they are 20% of the way to
their goal are 78% more likely to convert.
https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
What can you do to give your customer a headstart?
What can you do to give your customer a headstart?
ü Get them going by starting the product setup
What can you do to give your customer a headstart?
ü Get them going by starting the product setup
ü Ask the customer what they would do next
What can you do to give your customer a headstart?
ü Get them going by starting the product setup
ü Ask the customer what they would do next – then start setting that up too
Finally, give them the
keys
4. Say Thank You, and solve the problem
81% of consumers are more likely to give a company repeated business after good
service
http://blog.kissmetrics.com/happy-campers/
What can you do to make the customer feel
welcome??
What can you do to make the customer feel welcome?
ü Get them going by starting the product setup
What can you do to make the customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their question
What can you do to make the customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their question
ü Ask clarifying questions and suggestions
What can you do to make the customer feel welcome?
ü Own “making it right”
ü Get them going by starting the product setup
ü Read from the top down to understand their question
ü Ask clarifying questions and suggestions
5. Customers want really fast service
71% of chat customers expect assistance
within five minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
What can you do to make your service feel
faster?
What can you do to make your service feel faster?
ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)
What can you do to make your service feel faster?
ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)
ü Offer to set up a follow up if you can’t talk right now and make it on their timeline
What can you do to make your service feel faster?
ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)
ü Offer to set up a follow up if you can’t talk right now and make it on their timeline
ü Send out information for them to review before you call out
Desk.com Screenshot of Business Rules
Set some automatic rules to know when you’re not answering quickly
6. Customers will leave
your company if
you have crappy service
64% of customers have made future purchases from
a company’s competitors after experiencing poor
customer service.
http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
What can you do to deliver better service??
What can you do to deliver better service? ü Acknowledge the issue
ü Acknowledge the issue
ü Apologize if necessary
What can you do to deliver better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
What can you do to deliver better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
ü Gain approval
What can you do to deliver better service?
ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
ü Gain approval
ü FOLLOW UP
What can you do to deliver better service?
7. Your ego might be causing customer churn
Customer churn is caused by customer
feelings of poor treatment 68% of the
time.
http://www.desk.com/customer-service/training-tips
What can you do to stop churn?
ü Admit you don’t know
What can you do to stop churn?
ü Admit you don’t know
ü Commit to information you can "nd out
What can you do to stop churn?
ü Admit you don’t know
ü Commit to information you can "nd out
ü Follow up and recap
What can you do to stop churn?
ü Admit you don’t know
ü Commit to information you can "nd out
ü Follow up and recap
ü DON’T OVER PROMISE!
What can you do to stop churn?
8. Deliver a shareable WOW experience
People tell an average 9 people about a good
experience, and 16 about a bad one.
http://about.americanexpress.com/news/pr/2011/csbar.aspx
What can you do to deliver WOW?
ü Go above and beyond to solve the problem
What can you do to deliver WOW?
ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
What can you do to deliver WOW?
ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
ü Ask the next question
What can you do to deliver WOW?
9. If you solve it twice, solve it for everyone
91% of customers say they would use an online knowledgebase if it were available and tailored to
their needs.
http://www.parature.com/survey-customers-prefer-online-self-service-good/
What can you do to have better knowledge
options?
ü Write in a Question/Answer format based on questions the customer will ask
What can you do to have better knowledge options?
ü Write in a Question/Answer format based on questions the customer will ask
ü Avoid jargon
What can you do to have better knowledge options?
ü Write in a Question/Answer format based on questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
What can you do to have better knowledge options?
ü Write in a Question/Answer format based on questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
ü Edit or rewrite the top 10 and the bottom 10 articles every quarter
What can you do to have better knowledge options?
Make the finished product something you want every customer to read
10. Listen to your front-line employees
Amazon had the best customer satisfaction
(91.7%) and achieved the strongest sales growth
(20%).
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
What can you do to empower your front-line
Agents?
ü Give them a “lifeline” – a way to talk to others and to escalate support
What can you do to have better knowledge options?
ü Give them a “lifeline” – a way to talk to others and to escalate support
ü Ask them what they think makes it better for the customer
What can you do to have better knowledge options?
ü Give them a “lifeline” – a way to talk to others and to escalate support
ü Ask them what they think makes it better for the customer
ü Ask them how to measure that improvement
What can you do to have better knowledge options?
ü DO IT!
ü DO IT! ü Then, talk about how
to improve
BONUS GOLDEN RULE
SLIDE
Treat your internal employees as
you would
Treat your internal employees as
you would your customers
LIST. ALL. THE. INSIGHTS. 1. Poor Customer Service Kills Repeat Business 2. Use Social Selling to Grow Your Business 3. Give the Customer a Head Start 4. Say Thank You, and Solve the Problem 5. Customers Want Really Fast Service 6. Customers Will Go to Another Company with
Great Service if You Don’t Offer Great Service 7. Protecting your Ego Might Cause Churn 8. Deliver a Shareable WOW Experience 9. Share the Solution to the Problem Broadly 10. Partner with Front-Line Employees to Solve
Problems
Thank you!
Learn more at @grmeyer Or
http://desk.com/blog