G R E AT
CUSTOMER
SUPPORT

PA U L C A M P B E L L

T W I T T E R . C O M / PA U L C A

WTF?

W H AT I S C U S T O M E R S U P P O R T ?

W H Y D O E S I T M AT T E R ?

SERVICE IS
G R E AT E R
THAN PRODUCT

HAPPY CUSTOMERS
G R E AT E R
THAN ANY MARKETING

ANYONE FOR A BEER?

W H AT I S C U S T O M E R S U P P O R T ?

E V E RY T H I N G

(EXCEPT YOUR PRODUCT/SERVICE)

EMOTIONS ARE
G R E AT E R
THAN IMPRESSIONS

PRODUCT
MEASURED BY
NUMBERS

SUPPORT
MEASURED BY
FEELINGS

SUCKY SUPPORT

G R E AT S U P P O R T

WHERE DOES IT BEGIN?
WHERE DOES IT END?

S TA R T END

L E AV E Y O U R C U S T O M E R I N N O
D O U B T T H AT T H E Y C H O S E Y O U

IN PRACTICE

LOTS OF LITTLE THINGS

S E T T I N G E X P E C TAT I O N S

M E E T I N G E X P E C TAT I O N S

CONSISTENCY

BEING RELENTLESS

Y O U C A N ' T H AV E A B A D D AY

MANNERS

PLEASE

THANK YOU

MY (SIMPLE) RULES
(WIP)

THANK ANYONE WHO MAILS

R E S P O N S E R AT E
GOOD -24 HOURS
OK - A WEEK
MEH - A MONTH

NOTHING IS WORSE
THAN SILENCE

BAD SERVICE?
APOLOGISE

DON’T KNOW?
ADMIT IT
(THEN FIND OUT)

DON’T OFFER IT?
S AY S O

OFFER AN
A LT E R N AT I V E

NOT SURE?
ASK

H AV E C O N V E R S AT I O N S

DON’T BE
A F R A I D T O S AY
NO

L E AV E Y O U R C U S T O M E R I N N O
D O U B T T H AT T H E Y C H O S E Y O U

GOOD SUPPORT
IS
N E C E S S A RY F O R
GOOD BUSINESS

GOOD SUPPORT
IS
N E C E S S A RY F O R
GOOD BUSINESS

QUESTIONS?

T H A N K Y O U V E RY M U C H