Great Customer Support

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

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

QUESTIONS?

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

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Great Customer Support

by Contrast Contrast on Apr 30, 2009

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Great Customer Support — Presentation Transcript