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Using social media to deliver customer services

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

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

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

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