building a customer service culture

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@electra

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@zapposinsights

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@frankeliason

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@nichole_kelly

A leading live chat software provider

Check them out at www.velaro.com

@velaro_inc

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason #custserv #customerservice

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How important is culture in providing

exceptional customer service and how can you

prevent it from becoming lip service from the

executive team?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How can companies turn a customer service

culture into a competitive advantage?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How can companies figure out what “their

culture” is or should be?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How do you develop the right criteria to quickly

determine whether or not someone is a good fit?

What do you do when you realize someone

doesn’t share the company’s values?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

What do you do if you don’t have senior level

buy-in for making a culture change?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

What should a company do to be prepared for

providing service on social channels?

How is it different than routing

a call to a call center?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

Who is doing a great job of making the customer

service culture transition?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How important are options like live chat on your

website to the customer service experience?

Are there other types of customer service tools

you recommend?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

What are the important factors when hiring

employees for online customer service?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

how can companies measure customer service

impact on profitability?

How can you measure the ROI of customer

service?

#smedigital @jasonfalls @electra @zapposinsights

@frankeliason

How can you make a customer service culture

part of your company?

How can you get buy-in or implement the tips

we’ve heard?

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@velaro_inc

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