• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Building a Customer Service Culture
 

Building a Customer Service Culture

on

  • 1,415 views

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.

Statistics

Views

Total Views
1,415
Views on SlideShare
740
Embed Views
675

Actions

Likes
1
Downloads
10
Comments
0

11 Embeds 675

http://www.socialmediaexplorer.com 632
http://feeds.feedburner.com 15
http://www.linkedin.com 6
http://flavors.me 5
http://fr.flavors.me 5
http://jp.flavors.me 3
http://translate.googleusercontent.com 2
http://de.flavors.me 2
http://archive.feedblitz.com 2
http://es.flavors.me 2
http://oh.helloscoop.com 1
More...

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Building a Customer Service Culture Building a Customer Service Culture Presentation Transcript

    •  ▪ ▪ ▪
    •     @electra
    •  ▪ ▪ ▪ @zapposinsights
    •  ▪ ▪ ▪ @frankeliason
    •  ▪ ▪ ▪ @nichole_kelly
    • A leading live chat software provider Check them out at www.velaro.com @velaro_inc
    • #smedigital @jasonfalls @electra @zapposinsights @frankeliason #custserv #customerservice
    • 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
    • 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 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
    • 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?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
    • Still Time to Register Explore Irvine, CA Live Chat Software October 18 – 19th Portland, OR www.velaro.com November 15-16th @velaro_inc
    • Check Out These Great Resources www.zapposinsights.com