Building a Customer Service Culture
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Building a Customer Service Culture

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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.

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  • 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