think bigger about customer service
Post on 21-Oct-2014
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TRANSCRIPT
T H I N K
BIGGER
A B O U T C U S T O M E R S E R V I C E
By Mu’min Santoso l @msantoz
CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos
Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
THEY – WE ALL – ARE GETTING “SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
SO?
CUSTOMER SERVICE CUSTOMER CARE CUSTOMER EXPERIENCE
Social Media Helps small companies look bigger and big companies get smaller
Get everyone on the same pageCustomer Experience is the whole company’s responsibility
BE PREPARED
Fix your ‘broken windows’ before engaging online
Avoid The Basic Mistakes
PROACTIVE LISTENING
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
DON’T RELY ON SINGLE CHANNEL
Social Media Helps small companies look bigger and big companies get smaller
Remember This…
How to handle negative sentiments
Straight Problems
Constructive Criticism
Merited Attack
Trolling/Spam
Respond Fix it Follow Up
Respond with positive message
Thank to custommer for
their suggestion
Respond PromptlyThank to
commenter about the feedback
Assure that we take steps to correct the
problem
Ignore Remove
Identify the type of
feedback
High Expectations
Great Experience
Low Expectations
PoorExperience
Avoid DISSAFECTED
Go for DELIGHTED
Aim for DEVOTED
Spot DISAPOINTED
Creating Devoted Customer by Andy Hanselman Consulting
The number one rule when responding to all criticism, even the negative types; is to stay positive.
Take it like a market leader, and let them know we’re listening
Positive Outcome:
Customer knows we LISTEN and CARE
We do not delete negative comments to build Customers’ Trust
Customers won’t take the message elsewhere
which makes us easier to monitor
Strengthen Image as Market leader by taking
criticism head on
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
IT’S NOT EASY
NEED A COMMITMENT
BUT CAN BE DONE
“WHATEVER YOU ARE, BE A GOOD ONE”
-Abraham Lincoln-
THANK YOU
Mu’min SantosoCOO of Semut Api Colony & Klix Digital @msantoz