0
    ▪    ▪    ▪
                    @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 fro...
How can companies turn a customer service   culture into a competitive advantage?#smedigital @jasonfalls @electra @zapposi...
How can companies figure out what “their          culture” is or should be?#smedigital @jasonfalls @electra @zapposinsight...
How do you develop the right criteria to quicklydetermine whether or not someone is a good fit?  What do you do when you r...
What do you do if you don’t have senior level    buy-in for making a culture change?#smedigital @jasonfalls @electra @zapp...
What should a company do to be prepared for    providing service on social channels?         How is it different than rout...
Who is doing a great job of making the customer          service culture transition?#smedigital @jasonfalls @electra @zapp...
How important are options like live chat on your website to the customer service experience? Are there other types of cust...
What are the important factors when hiring    employees for online customer service?#smedigital @jasonfalls @electra @zapp...
how can companies measure customer service           impact on profitability?   How can you measure the ROI of customer   ...
How can you make a customer service culture           part of your company? How can you get buy-in or implement the tips  ...
Still Time to Register     Explore    Irvine, CA                         Live Chat Software October 18 – 19th   Portland, ...
Check Out These Great Resources           www.zapposinsights.com
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.

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Transcript of "Building a Customer Service Culture"

  1. 1.  ▪ ▪ ▪
  2. 2.     @electra
  3. 3.  ▪ ▪ ▪ @zapposinsights
  4. 4.  ▪ ▪ ▪ @frankeliason
  5. 5.  ▪ ▪ ▪ @nichole_kelly
  6. 6. A leading live chat software provider Check them out at www.velaro.com @velaro_inc
  7. 7. #smedigital @jasonfalls @electra @zapposinsights @frankeliason #custserv #customerservice
  8. 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. 9. How can companies turn a customer service culture into a competitive advantage?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  10. 10. How can companies figure out what “their culture” is or should be?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  11. 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. 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. 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. 14. Who is doing a great job of making the customer service culture transition?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  15. 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. 16. What are the important factors when hiring employees for online customer service?#smedigital @jasonfalls @electra @zapposinsights @frankeliason
  17. 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. 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. 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. 20. Check Out These Great Resources www.zapposinsights.com
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