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Customer service

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Transcript

  • 1. customer service
    CARS Seminar
  • 2. outline
    General Information
    Measure Customer Service (CS)
    Customer Relationship Management
    Evolution of customer service
    Social media
    Examples of CS oriented companies
    Wrap-up
  • 3. general information
    Origin
    CS has been around since there was business
    Not easy to find early examples or an “origin”
    Most companies are “grounded” on CS
    Apple, GE, Toyota, Google
    All of these companies show CS in different ways
  • 4. eight rules of customer service
    1) Answer your phone
    2) Don’t make promises unless you WILL keep them
    3) Listen to your customers
    4) Deal with complaints
    5) Be helpful - even if there’s no immediate profit in it
    6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable
    7) Take the extra step
    8) Throw in something extra
  • 5. twelve lessons of customer service
    Keep It Personal
    Don't Make The Customer Work
    Foster Relationships
    Go Above & Beyond
    Be Enthusiastic
    Be Helpful Without Being Annoying
    Even Online Retailers Need Phone Support
    Unabashedly Seek to Out-Serve Competitors
    Be Prompt
    Train Rank & File Employees in Your Customer Service Philosophy
    Always Innovate
    Create a Desire to Belong
  • 6. or…take Kelly Kapur’s advice
    customer service, this is Kelly...
  • 7. crm
    Customer Relationship Management
    Many different services
    Helps with customer service:
    Sales
    Marketing activities
    Technical support
    Basically uses technology to monitor and aid with CS
  • 8. crm (cont.)
    Origins
    Databases in the 1980s
    Helpful for big clients
    Cluttered and not very pertinent for small clients
    Advanced in the 1990s
    Offered incentives, perks, rewards for membership
    Two-way street
    Come of age today
    Tailor to customers needs
    Internet
  • 9. crm (cont.)
    Benefits
    Streamlined sales and marketing processes
    Higher sales productivity
    Added cross-selling and up-selling opportunities
    Improved service, loyalty, and retention
    Increased call center efficiency
    Higher close rates
    Better profiling and targeting
    Reduced expenses
    Increased market share
    Higher overall profitability
    Marginal costing
  • 10. lines of customer service (pre-internet)
    Business to customer
    Management dictates to staff
    Staff interacts with customer
    Still popular today (increasing)
    In person
    On the phone
    Most places have both!
  • 11. lines of customer service now
    Internet has changed everything
    Blogs
    Social Media
    Yahoo answers
    Customers can do independent research
    They only seek customer service if they need/want it
  • 12. reconnect with the customer
    Internet has distanced the relation b/w business and customer
    Many businesses are re-focusing on CS to get an edge
    Starbucks, Lands’ End, Kohl’s
    Acronyms (SALES, SERVICE, SMILE)
    Aimed at raising sales and profits
    UPTs, Budget
  • 13. customer service and social media
    Social media does not have to be impersonal!
    Separate updates on Facebook, Twitter and blogs
    Different users! Cater to individual needs!
    People will appreciate the extra time it takes
  • 14. social media (cont.)
    Facebook Fan Pages
    Update statuses more than once a week
    Allow fans to comment on material on the page
    Listen and respond to these comments!
  • 15. social media (cont.)
    Twitter
    Tweet often, but don’t bombard with information
    Keep it professional
    RT followers with pertinent tweets
    Reply to followers
    Leave links to blogs and other things
    Keep it personal!
    example
  • 16. social media (cont.)
    Blogs
    Use for lengthy information
    Allow and reply to comments
    Update often
  • 17. social media (cont.)
    Youtube
    Videos
    Vlogs
    “Will it blend?”
    Done by Blendtec
    Increased sales 500%!
  • 18. social media (cont.)
    Add a name to the media
    Attaches a “relationship”
    Lets the customer know they aren’t talking to a robot
    Makes interaction much more personal
  • 19. social media (cont.)
    Companies that use social media
    Best Buy and Apple
    They have employees that are interested in it and they carry that passion through
    Works well using technology to help with technology
    Can also be used to advertise new products and get instant feedback
    More companies are following in the trend
  • 20. examples of CS oriented companies
    Disney
    Sell an experience
    Cast members, not staff
    Make every customer happy
    Also have a very interactive website
    They even offer D’think where Disney helps businesses with CS
  • 21. examples (cont.)
    Lands’ End
    Started with individualized order taking
    Gary Comer
    “I will never be critical of any action taken on behalf of the customer”
    Today the company still puts the customer first
    Training for staff
    Internet LiveChat
    Lots of free shipping offers
    Guaranteed. Period.
  • 22. examples (cont.)
    Starbucks
    Always smiling
    Compensation if drink is not satisfactory
    Offer discounts to repeat customers
    “Home” like atmosphere
  • 23. keeping customers
    Customer retention vs. acquisition
    5 X more profitable
    Important to be fiscally responsible
    Practice good customer service
    Phone etiquette
    In person
    Social media
  • 24. questions?
  • 25. works examined
    The End of Management and the Rise of Organizational Democracy
    by: Cloke Goldsmith
    About.com
    Focus.com
    Google search engine (images)
    Wikipedia
    Twitter.com
    Youtube.com
    Disney.com