Your SlideShare is downloading. ×
0
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Building a Customer Service Culture
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Building a Customer Service Culture

1,470

Published on

Slides from the September 2012 SME Digital Power Panel discussion on building a customer service culture to drive profits with Zappos, Citibank and Social Media Explorer.

Slides from the September 2012 SME Digital Power Panel discussion on building a customer service culture to drive profits with Zappos, Citibank and Social Media Explorer.

Published in: Business, Education
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,470
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
23
Comments
0
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1.  ▪ ▪ ▪
  • 2.     @electra
  • 3.  ▪ ▪ ▪ @zapposinsights
  • 4.  ▪ ▪ ▪ @frankeliason
  • 5.  ▪ ▪ ▪ @nichole_kelly
  • 6. A leading live chat software provider Check them out at www.velaro.com @velaro_inc
  • 7. #smedigital @jasonfalls @electra @zapposinsights @frankeliason #custserv #customerservice
  • 8. How important is culture in providingexceptional customer service and how can you prevent it from becoming lip service from the executive team?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 9. How can companies turn a customer service culture into a competitive advantage?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 10. How can companies figure out what “their culture” is or should be?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 11. How do you develop the right criteria to quicklydetermine 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
  • 12. What do you do if you don’t have senior level buy-in for making a culture change?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 13. 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
  • 14. Who is doing a great job of making the customer service culture transition?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 15. 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
  • 16. What are the important factors when hiring employees for online customer service?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 17. how can companies measure customer service impact on profitability? How can you measure the ROI of customer service?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 18. 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?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  • 19. Still Time to Register Explore Irvine, CA Live Chat Software October 18 – 19th Portland, OR www.velaro.com November 15-16th @velaro_inc
  • 20. Check Out These Great Resources www.zapposinsights.com

×