The Five Biggest Mistakes your Social Customer Service Agents are Making
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The Five Biggest Mistakes your Social Customer Service Agents are Making

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How are you ensuring the quality, consistency and speed of the response of your social customer service agents? In this insightful session Carolyn Blunt, co-author of 'Delivering Effective Social ...

How are you ensuring the quality, consistency and speed of the response of your social customer service agents? In this insightful session Carolyn Blunt, co-author of 'Delivering Effective Social Customer Service', offers a people perspective on the challenge of social customer service, including practical steps to improve your social customer service performance through leadership, technology and training.

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    The Five Biggest Mistakes your Social Customer Service Agents are Making The Five Biggest Mistakes your Social Customer Service Agents are Making Presentation Transcript

    • Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk The 5 Biggest Mistakes your Social Customer Service Agents are Making
    • About Carolyn Blunt T r a i n i n g e x p e r i e n c e 1 3 y r s + C o n t a c t c e n t r e t r a i n i n g & H R D e x p e r t R e a l R e s u l t s M D ( a w a r d w i n n i n g ) T o p i n ‘ m o s t r e s p e c t e d ’ v o t e C o - A u t h o r o f ‘ D e l i v e r i n g E f f e c t i v e S o c i a l C u s t o m e r S e r v i c e ’
    • About Real Results B 2 B & B 2 C U t i l i t i e s , P o l i c e , S e c u r i t y , M a i n t e n a n c e , H o u s i n g , R e t a i l , I n s u r a n c e , F a c i l i t i e s M a n a g e m e n t e t c . T e a m o f e x p e r t t r a i n e r s w o r k i n g a c r o s s U K & I n t e r n a t i o n a l l y C r e a t o r s o f o n l i n e t r a i n i n g r e s o u r c e v i d e o s a n d g u i d e s f o r C o n t a c t C e n t r e s w w w . c a t l i . c o . u k
    • Carolyn Blunt www.real-results.co.uk “Mistake #1” The mistake that is losing customers… sometimes without you even realising it
    • Defensive, bored responses or hands-tied by processes 82% of customers stop doing business with a brand after bad service (Harris Interactive) Carolyn Blunt www.real-results.co.uk
    • Carolyn Blunt www.real-results.co.uk “Mistake #2” The mistake that means customers will revert back to more expensive channels
    • Please email us generic@annoying.com Carolyn Blunt www.real-results.co.uk
    • Carolyn Blunt www.real-results.co.uk “Mistake #3” The mistake that often ends up alienating, not personalising the customer experience
    • Scripts Templates Repetition Carolyn Blunt www.real-results.co.uk
    • Carolyn Blunt www.real-results.co.uk “Mistake #4” the mistake that confuses customers and puts up barriers
    • Ignoring difficult conversations or responding in overly formal voice Carolyn Blunt www.real-results.co.uk
    • Carolyn Blunt www.real-results.co.uk “Mistake #5” The mistake that is irritating your customers and making them feel unloved
    • Assuming your customer can self serve with links when 76% of Twitter usage is mobile Carolyn Blunt www.real-results.co.uk
    • Finally.... Questions? Comments? Free video www.catli.co.uk www.real-results.co.uk @CarolynBlunt Thank you Carolyn Blunt www.real-results.co.uk