Worst Customer Service
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Worst Customer Service

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This is the slide deck from a talk I gave on 4/28 at ConvergeSE in Columbia, SC. Convergese.com

This is the slide deck from a talk I gave on 4/28 at ConvergeSE in Columbia, SC. Convergese.com

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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