Using social media to deliver customer services

3,000 views
3,077 views

Published on

Presentation to 2013 ALGIM Customer Services Symposium on the effective use of social media to deliver exceptional customer service.

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
3,000
On SlideShare
0
From Embeds
0
Number of Embeds
2,229
Actions
Shares
0
Downloads
12
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Using social media to deliver customer services

  1. 1.  Social media: delivering effective customer service Using social media: Delivering effective #custservice
  2. 2.  Social media: delivering effective customer service Is your customer services on Facebook?
  3. 3.  Social media: delivering effective customer service Is your customer services on Twitter?
  4. 4.  Social media: delivering effective customer service Is your customer services on LinkedIn?
  5. 5.  Social media: delivering effective customer service 3 levels of social media engagement
  6. 6.  Social media: delivering effective customer service passive: monitor situation & obtain information
  7. 7.  Social media: delivering effective customer service active: respond to rumours & answer questions
  8. 8.  Social media: delivering effective customer service engaged: active, passive, plus full interaction on sites
  9. 9.  Social media: delivering effective customer service Stage one: Preparing for social media
  10. 10.  Social media: delivering effective customer service develop your policy
  11. 11.  Social media: delivering effective customer service state when you’ll monitor
  12. 12.  Social media: delivering effective customer service eg. Vodafone NZ We are available 8am to 8pm on Weekdays 10am to 6pm on Weekends
  13. 13.  Social media: delivering effective customer service use real people
  14. 14.  Social media: delivering effective customer service eg. Vodafone NZ
  15. 15.  Social media: delivering effective customer service train to speak human
  16. 16.  Social media: delivering effective customer service eg. Hamilton Ring Road
  17. 17.  Social media: delivering effective customer service promote call channel
  18. 18.  Social media: delivering effective customer service Stage two: Getting on and doing it
  19. 19.  Social media: delivering effective customer service be proactive & helpful
  20. 20.  Social media: delivering effective customer service respond quickly
  21. 21.  Social media: delivering effective customer service free up call centre
  22. 22.  Social media: delivering effective customer service get real, admit mistakes
  23. 23.  Social media: delivering effective customer service use to educate
  24. 24.  Social media: delivering effective customer service acknowledge asap
  25. 25.  Social media: delivering effective customer service have heart & humour
  26. 26.  Social media: delivering effective customer service thank those that help
  27. 27.  Social media: delivering effective customer service encourage sharing
  28. 28.  Social media: delivering effective customer service deal to rumours
  29. 29.  Social media: delivering effective customer service use management tools
  30. 30.  Social media: delivering effective customer service Stage three: Knowing you’re doing it right
  31. 31.  Social media: delivering effective customer service you get thanked, share it
  32. 32.  Social media: delivering effective customer service not followers, queries Cost per transaction: Queries by: - phone - mail - email - social media
  33. 33.  Social media: delivering effective customer service you use the feedback news sites Twitter blogs TradeMe community YouTube Facebook feedback forms topic trends & emerging issues communication & media celebrate customer satisfaction
  34. 34.  Social media: delivering effective customer service More resources: www.algim.org.nz/socialmedia
  35. 35.  Social media: delivering effective customer service what have I learnt?
  36. 36.  Social media: delivering effective customer service Lesson #1: Set clear goals & objectives
  37. 37.  Social media: delivering effective customer service Lesson #2: Keep social media outside approvals
  38. 38.  Social media: delivering effective customer service Lesson #3: Monitor, monitor, respond, monitor
  39. 39.  Social media: delivering effective customer service Lesson #5: Focus your social media channels
  40. 40.  Social media: delivering effective customer service Lesson #5: Have fun along the way
  41. 41.  Social media: delivering effective customer service Jason Dawson General Manager – Customer Relationships 07 838 6507 | 021 912 571 jason.dawson@hcc.govt.nz www.hamilton.co.nz Thanks.

×