Great Customer Support

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    Great Customer Support - Presentation Transcript

    1. G R E AT CUSTOMER SUPPORT
    2. PA U L C A M P B E L L
    3. T W I T T E R . C O M / PA U L C A
    4. WTF?
    5. W H AT I S C U S T O M E R S U P P O R T ?
    6. W H Y D O E S I T M AT T E R ?
    7. SERVICE IS G R E AT E R THAN PRODUCT
    8. HAPPY CUSTOMERS G R E AT E R THAN ANY MARKETING
    9. ANYONE FOR A BEER?
    10. W H AT I S C U S T O M E R S U P P O R T ?
    11. E V E RY T H I N G
    12. (EXCEPT YOUR PRODUCT/SERVICE)
    13. EMOTIONS ARE G R E AT E R THAN IMPRESSIONS
    14. PRODUCT MEASURED BY NUMBERS
    15. SUPPORT MEASURED BY FEELINGS
    16. SUCKY SUPPORT
    17. G R E AT S U P P O R T
    18. WHERE DOES IT BEGIN? WHERE DOES IT END?
    19. S TA R T END
    20. 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
    21. IN PRACTICE
    22. LOTS OF LITTLE THINGS
    23. S E T T I N G E X P E C TAT I O N S
    24. M E E T I N G E X P E C TAT I O N S
    25. CONSISTENCY
    26. BEING RELENTLESS
    27. Y O U C A N ' T H AV E A B A D D AY
    28. MANNERS
    29. PLEASE
    30. THANK YOU
    31. MY (SIMPLE) RULES (WIP)
    32. THANK ANYONE WHO MAILS
    33. R E S P O N S E R AT E GOOD -24 HOURS OK - A WEEK MEH - A MONTH
    34. NOTHING IS WORSE THAN SILENCE
    35. BAD SERVICE? APOLOGISE
    36. DON’T KNOW? ADMIT IT (THEN FIND OUT)
    37. DON’T OFFER IT? S AY S O
    38. OFFER AN A LT E R N AT I V E
    39. NOT SURE? ASK
    40. H AV E C O N V E R S AT I O N S
    41. DON’T BE A F R A I D T O S AY NO
    42. 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
    43. GOOD SUPPORT IS N E C E S S A RY F O R GOOD BUSINESS
    44. GOOD SUPPORT IS N E C E S S A RY F O R GOOD BUSINESS
    45. QUESTIONS?
    46. T H A N K Y O U V E RY M U C H

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