Modern Customer Service

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My talk on modern customer service in Costa Brava - based on my customer service manifesto.

My talk on modern customer service in Costa Brava - based on my customer service manifesto.

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  • 1. Customer ServiceLevels, Channels & Methods. Expected practices for the modern era.
  • 2. John O’Nolantwitter.com/johnonolan Who?
  • 3. John O’Nolan twitter.com/johnonolanI’m an entrepreneur, graphic designer,web designer, web developer, marketer,speaker, writer, author and photographer.
  • 4. John O’Nolantwitter.com/johnonolan I work for WordPress UI Team Deputy
  • 5. John O’Nolan twitter.com/johnonolan I work for WordPress UI Team DeputyI built a travel blog for over at
  • 6. John O’Nolan twitter.com/johnonolan I work for WordPress UI Team DeputyI built a travel blog for over at I built a travel app for the new aircraft
  • 7. Customer service is more important than marketing or advertising.
  • 8. Customer service is more important than marketing or advertising.Using social media is not optional.
  • 9. perfect amazing confusing magicSocial media is not new always right complicated different everything
  • 10. 1829
  • 11. 1876
  • 12. 1906
  • 13. 1929
  • 14. 1984
  • 15. 2002
  • 16. This is not about social media.
  • 17. It’s about using modern toolsto communicate with customers. It applies to everyone.
  • 18. Social media is a tool for communication
  • 19. 3 Main Forms ofBusiness:Customer Communication
  • 20. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale
  • 21. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale 2. Promotion
  • 22. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale 2. Promotion 3. Customer Service
  • 23. Customer ServiceLevels, Channels & Methods. Expected practices for the modern era.
  • 24. Why is this important?
  • 25. Word of Mouth
  • 26. C U S T O M E R S E RV I C ELevels
  • 27. All customers are not equal.
  • 28. 1. The Whole Thing is Failing The core feature has broken - help now.2. Money Money Money Payment process problems.3. A Real Problem Thereʼs something wrong with the product.4. A Fake Problem Theyʼre using the product wrong.5. Just Feedback They just want to say hi.
  • 29. Don’t treat all customers the same way. Blanket solutions do not create happy customers.
  • 30. Sacrificing quality for efficiency is inefficient.
  • 31. Quality of service is what people talk about
  • 32. C U S T O M E R S E RV I C EChannels
  • 33. 1. Text Based Services Email, Twitter, Forums, Support Tickets2. Voice Based Services Telephone, Skype, Remote Support3. Face Based Services Retail, Meetings4. Physical Services Posted Letters, Fax
  • 34. Use the best tool for the job. Not the easiest.
  • 35. C U S T O M E R S E RV I C EMethods
  • 36. 1. Say You’re Sorry The customer is always most important.2. Resolve The Issue Solve the problem that the customer is having.3. Give A Refund/Discount Give them something to make up for their inconvenience.4. Give A Freebie Go the extra mile if youʼve really messed up.5. Ask for Advice & Do it Make your greatest critics your strongest advocates.
  • 37. Focus on making people happy. Happy people will give you money.
  • 38. Every single customer service requestis a word of mouth marketing opportunity.
  • 39. My Name is John O’Nolan twitter.com/JohnONolan My Book, Coming Soon:JOHN facebook.com/JohnONolan flickr.com/photos/JohnONolan DESIGNINGLICENSING: EMOTIONThis talk is released under the Creative Commons 3.0 license.All slides and content will be available on john.onolan.org BY JOHN O’NOLANPHOTO CREDITS: AND ADII PIENAARMyself, Qfamily, petesimon, gesika22, dailyinvention, JamesCridland, xlibber, Ian Lamont, cheezburger.com AUTUMN 2011 http://amzn.to/DesigningEmotion