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T H I N KBIGGERABOUT CUSTOMER SERVICE   By Mu’min Santoso l @msantoz
CUSTOMER SERVICE SHOULDN’T JUST BEA DEPARTMENT, IT SHOULD BE THEENTIRE COMPANYTony Hsieh, CEO of Zappos
Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
THEY –WE ALL –AREGETTING“SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. MichaelHinshaw and Bruce Kasanoff
SO?
CUSTOMER SERVICE  CUSTOMER CARE  CUSTOMER EXPERIENCE
Social Media Helpssmall companies lookbigger and bigcompanies getsmaller
Get everyone on the same pageCustomer Experience is the whole company’s responsibility
BE PREPARED
Fix your ‘brokenwindows’ beforeengaging online
Avoid The Basic Mistakes
PROACTIVE LISTENING
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
DON’T RELY ON SINGLE CHANNEL
Remember This…          Social Media Helps          small companies look          bigger and big          companies get   ...
How to handle negative sentiments Identify the type of     feedback   Straight Problems          Respond             Fix i...
High                           Expectations                 Spot                      Aim for             DISAPOINTED     ...
The number one rule when responding to all criticism, even the             negative types; is to stay positive.
Take it like a market leader, and let them know we’re listening                                Positive Outcome:          ...
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
IT’S NOT EASY
NEED A COMMITMENT
BUT CAN BE DONE
“WHATEVER YOU ARE, BE A GOOD ONE”            -Abraham Lincoln-
THANK YOUMu’min SantosoCOO of Semut Api Colony & Klix Digital   @msantoz
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
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Think bigger about Customer Service

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  • CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos
  • They- we all – are getting “smarter’
  • Social Media Helps small companies look bigger and big companies get smaller
  • Implement a successful governance model.Streamline adoption with training and support.Develop and follow a consistent plan for social media.Establish a culture of data-driven decision making and accountability
  • SETTLED THE SOP, CHANGE THE COMPANY CULTURES, Ensure the previous feedback followed up and fixedFaktamenunjukkanbahwaangkakriminalitasmeningkatketikabanyakjendela yang rusakdantidakdiperbaiki
  • Samples of Basic Mistakes:Incorect Problem DiagnosisIncomplete or contradictory answersHaving Repeat information Number of Transfers to ‘Experts’Agent Attitude
  • Monitor What Customers Are Saying about Your BrandsHelp Companies search the millions of tweets to find relevant conversationCapture the conversation by creating new ticket that tracks the original ‘tweet’ & enables easy responseEasily funnel relevant solutions from knowledgebase into a tweetCreate reports to analyze how many ticket are being generated from ‘tweets’
  • Social Media Helps small companies look bigger and big companies get smaller
  • Harusadasebuahlangkahsimultan yang dilakukanoleh CS denganmencaritahukekecewaanpelangganuntukmenghindariketidakpuasan yang menimbullkanantipatipelanggan.Kuncinyaadalah; TAKING ACTION, not MAKING NOTES sehinggaakanmenyenangkanpelanggandanterus aim untukdicintaipelanggan.
  • Take it like a market leader, and then let them know we’re listeningChoosing to react in this way has multiple positive outcomes:The customers know we’re listening to them, and know that we care about themThe customers see that we aren’t deleting negative comments, and thus come to trust us, and our marketing message more. After all, we are showing that we are a transparent company.Customers won’t take the message elsewhere, because there’s no need to. This way, we can monitor the conversation and easily respond.we will be acting as a market leader by taking criticism head on. After all, we don’t need to hide from negative feedback because we’re a leader!
  • Transcript of "Think bigger about Customer Service"

    1. 1. T H I N KBIGGERABOUT CUSTOMER SERVICE By Mu’min Santoso l @msantoz
    2. 2. CUSTOMER SERVICE SHOULDN’T JUST BEA DEPARTMENT, IT SHOULD BE THEENTIRE COMPANYTony Hsieh, CEO of Zappos
    3. 3. Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
    4. 4. THEY –WE ALL –AREGETTING“SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. MichaelHinshaw and Bruce Kasanoff
    5. 5. SO?
    6. 6. CUSTOMER SERVICE  CUSTOMER CARE  CUSTOMER EXPERIENCE
    7. 7. Social Media Helpssmall companies lookbigger and bigcompanies getsmaller
    8. 8. Get everyone on the same pageCustomer Experience is the whole company’s responsibility
    9. 9. BE PREPARED
    10. 10. Fix your ‘brokenwindows’ beforeengaging online
    11. 11. Avoid The Basic Mistakes
    12. 12. PROACTIVE LISTENING
    13. 13. http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
    14. 14. DON’T RELY ON SINGLE CHANNEL
    15. 15. Remember This… Social Media Helps small companies look bigger and big companies get smaller
    16. 16. How to handle negative sentiments Identify the type of feedback Straight Problems Respond Fix it Follow Up Thank to Respond with Constructive Criticism positive message custommer for their suggestion Assure that we Thank to take steps to Merited Attack Respond Promptly commenter about correct the the feedback problem Trolling/Spam Ignore Remove
    17. 17. High Expectations Spot Aim for DISAPOINTED DEVOTED Poor GreatExperience Experience Avoid Go for DISSAFECTED DELIGHTED Low Creating Devoted Customer Expectations by Andy Hanselman Consulting
    18. 18. The number one rule when responding to all criticism, even the negative types; is to stay positive.
    19. 19. Take it like a market leader, and let them know we’re listening Positive Outcome: Customers won’t take the We do not delete Strengthen Image asCustomer knows we message elsewhere negative comments to Market leader by taking LISTEN and CARE which makes us easier to build Customers’ Trust criticism head on monitor
    20. 20. http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
    21. 21. IT’S NOT EASY
    22. 22. NEED A COMMITMENT
    23. 23. BUT CAN BE DONE
    24. 24. “WHATEVER YOU ARE, BE A GOOD ONE” -Abraham Lincoln-
    25. 25. THANK YOUMu’min SantosoCOO of Semut Api Colony & Klix Digital @msantoz
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