Creating Excellent Customer Service Orgs

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Examples of Good and Bad customer service and what you can learn from them to create excellent customer service experiences and shore up your customer service org.

Examples of Good and Bad customer service and what you can learn from them to create excellent customer service experiences and shore up your customer service org.

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  • http://blog.getsatisfaction.com/2010/10/04/fastest-way-to-lose-customers/?view=socialstudies
  • http://www.cbsnews.com/8301-501465_162-20124849-501465/amazons-good-customer-service-gets-an-upvote-on-reddit/?tag=contentMain;contentBody
  • http://www.cbsnews.com/8301-501465_162-20124849-501465/amazons-good-customer-service-gets-an-upvote-on-reddit/?tag=contentMain;contentBody
  • http://www.temkinratings.com/temkin-ratings/temkin-customer-service-ratings-2013/ andhttp://www.washingtonpost.com/business/economy/these-10-retailers-had-the-worst-customer-satisfaction-ratings-for-2013/2014/02/27/a0860cb4-9f25-11e3-a050-dc3322a94fa7_story.html

Transcript

  • 1. Bad Service: Hate It, Spread ItHow to increase customer satisfaction, with fewer reps, more analytics, more press and less money.
  • 2. Robyn Tippins Co-founder, Mariposa Interactive Author, Community 101 Community Manager since 1996
  • 3. Your call is very important to us...
  • 4. Why Customers say goodbye to you 0% 5% 10% 15% 20% 25% 30% Die Move away Seek alternatives Leave for competitor Product dissatisfaction Due to treatment
  • 5. #blackberry
  • 6. #pinkslime
  • 7. #cairo From the larger Arab Spring movement
  • 8. he customer response
  • 9. Chapsticks’ Facebook Mishap
  • 10. 2014 Super Bowl power failure
  • 11. 2014 Buffet bracket challenge
  • 12. and the risk
  • 13. 9/11 10th Anniversary
  • 14. Oops
  • 15. ...but they nail the return
  • 16. Cartoon from ThisIsIndexed Scale is possible
  • 17. Helping Non-Tech Savvy User ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE. THANK YOU EMAIL@DOMAIN.NET Actual Customer Service Email Robyn Tippins | RobynTippins@gmail.com | @Duzins on Twitter
  • 18. helping the non-savvy user ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE. THANK YOU EMAIL@DOMAIN.NET Actual Customer Service Email
  • 19. OK, how about this motto: ‘If you are unhappy for any reason, we will feel really bad.’
  • 20. Our vision is to be earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.
  • 21. Positive Assumptions • No Questions Asked Return Policy – Anytime • Customer Almost Always Right • Fast Response
  • 22. Documentation • Create an Online Documentation Center • Place helps in strategic places
  • 23. Empower Your Reps • Tell them to take the blame • Encourage creativity • Take away the clock • Encourage power listening • Have them envision the person on the other side • Encourage real language • Emphasize follow through • Remind them to keep their cool
  • 24. Weekly Check-Ups • Call you customer support help-line • Send an email through your Help link • Leave a comment on customer support forums • Tweet your company
  • 25. Gift the Extra Mile • Amaze Me reports • Require follow through on escalations • Note patterns and escalate
  • 26. Guard Your Territory • Customer-facing Convos Belong to Customer Service • Fight for a Voice • Fight for Your Reps
  • 27. Love Your Reps • Don’t Allow Customer Abuse • Create a Career Path Out • Reward Outside of Customer Care
  • 28. 2013 Customer Rankings • Worst Winn Dixie SuperValu Gap BestBuy Safeway Macy’s Walgreens CVS Rite Aid Walmart • Best • USAA • A credit union • Charles Schwab • Ace Hardware • Chick –fil-A • Dollar Tree • Costco • Trader Joe’s • HyVee • Sonic Drive-In
  • 29. Robyn Tippins Co-founder, Mariposa Interactive