Experts in people development for Real Results in your organisationCarolyn Blunt                                          ...
Integrating Social Media     into Traditional   Customer Services           The evolution of the contact centre         ...
Evolution                    1962        Carolyn Blunt Customer Service Expert                               www.real-resu...
ChangeShould we do anything?If we do, who should do it: PR, Marketing orCustomer Service?What style: passive, neutral or p...
What are other people       doing?       Carolyn Blunt Customer Service Expert                              www.real-resul...
Best PracticeSeparation of Twitter accounts: ‘@johnlewisretail’ and’@JLcustserv’Listening for mentions and routing to cust...
3 Golden RulesCustomers should receive the same service &priority as other channels (60 minutes or OOH9am next working day...
Best practice contd.                 Celebrate success!                 Some postings will be                 positive.   ...
Selling the IdeaIt’s out there anyway, either ignore it or deal with it(you get a whole new dimension of feedback, actions...
How to start delivering customer  service through social mediaStart with Twitter, separated from Marketing/PRIn a study by...
Thank You@carolynbluntcarolyn@real-results.co.ukwww.real-results.co.uk07775 734858                 Carolyn Blunt Customer ...
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Integrating social media into traditional customer services, carolyn blunt, real results

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Carolyn Blunt, People Development Consultant, Real Results

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Integrating social media into traditional customer services, carolyn blunt, real results

  1. 1. Experts in people development for Real Results in your organisationCarolyn Blunt BSc MCIPD
  2. 2. Integrating Social Media into Traditional Customer Services  The evolution of the contact centre  Change  Best practice  Selling the idea  How to deliver customer service through social media Carolyn Blunt Customer Service Expert www.real-results.co.uk
  3. 3. Evolution 1962 Carolyn Blunt Customer Service Expert www.real-results.co.uk
  4. 4. ChangeShould we do anything?If we do, who should do it: PR, Marketing orCustomer Service?What style: passive, neutral or proactive?How do we handle conflict, arguments anduntruths?How do we defend our people, team,company, brand and client?What are other people doing? Carolyn Blunt Customer Service Expert www.real-results.co.uk
  5. 5. What are other people doing? Carolyn Blunt Customer Service Expert www.real-results.co.uk
  6. 6. Best PracticeSeparation of Twitter accounts: ‘@johnlewisretail’ and’@JLcustserv’Listening for mentions and routing to customer serviceteams for proactive customer serviceAdvisers trained in social media –technology, softskills and internal work flow.Owned by the Customer Service Team –Social mediasubteamAdopt a proactive approach to issuesInformal professional language; consciously differentto a complaint letter Carolyn Blunt Customer Service Expert www.real-results.co.uk
  7. 7. 3 Golden RulesCustomers should receive the same service &priority as other channels (60 minutes or OOH9am next working day)Criticism of named people is deleted with anexplanationNever argue with a customer; acknowledge,apologise and move-onAnd perhaps a 4th…avoid theChardonnay/Stella staff postings -POLICIES Carolyn Blunt Customer Service Expert www.real-results.co.uk
  8. 8. Best practice contd. Celebrate success! Some postings will be positive. Take the ‘thank you’s’ on board Carolyn Blunt Customer Service Expert www.real-results.co.uk
  9. 9. Selling the IdeaIt’s out there anyway, either ignore it or deal with it(you get a whole new dimension of feedback, actionsand ideas)You will get credit from customers for doing itLead from the front initially to help convincestakeholdersSocial media control in service organisations sits bestin customer servicesGeneration Y & Millennial –can’t go back to 1962Can be cheaper than telephone & email to handle Carolyn Blunt Customer Service Expert www.real-results.co.uk
  10. 10. How to start delivering customer service through social mediaStart with Twitter, separated from Marketing/PRIn a study by Conversocial: 32% of all tweets are realcustomer service issues, compared with only 7% ofFacebook comments and posts.Create a sub team within the contact centreTrain them in Social Media & create policiesJoin up the work flow as with telephone/email/webContact Centre Mangers to monitor usage and contentGet the stakeholders and senior execs on board. It’slike 1962 all over again…… Carolyn Blunt Customer Service Expert www.real-results.co.uk
  11. 11. Thank You@carolynbluntcarolyn@real-results.co.ukwww.real-results.co.uk07775 734858 Carolyn Blunt Customer Service Expert www.real-results.co.uk
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