10 Insights to Deliver Amazing Customer Service

(And TipsYou Can Use Today)Insights to DeliverAmazingCustomer Service10

Greg MeyerManager of Customer WOW atDesk.comwww.linkedin.com/in/gregmeyer@grmeyer

1. PoorCustomerService KillsRepeatedBusiness

48% of customerssay that poor customerservice is the biggestdeterrent to brand loyaltyhttp://www.parature.com/survey-customer-loyalty/Click to tweet the fact!

What canyoudo to increaseloyalty?

ü  Answer their question and ask for one moreWhat can you do to increase loyalty?

ü  Answer their question and ask for one moreWhat can you do to increase loyalty? ü  Find a great way to solve a customer serviceproblem in their business and share it withthem

ü  Answer their question and ask for one moreWhat can you do to increase loyalty? ü  Find a great way to solve a customer serviceproblem in their business and share it withthemü  Commit RANDOM ACTS OF CUSTOMER WOW

2. You Should UseSocial CustomerService to GrowYour Business

Customers who engage withcompanies over social mediaspend 20% to 40%more money with thosecompanies than othercustomers.http://www.bain.com/publications/articles/putting-social-media-to-work.aspx

What canyoudo to growyour business?

What can you do to growyour business?ü Answer the question on Twitter.

What can you do to growyour business?ü Answer the question on Twitter.No, really.Answer thequestion.

What can you do to growyour business?ü Answer the question on Twitter.The faster, the better.No, really.Answer thequestion.

And include alink where theycan learn moreinformation

3. Help YourCustomers By Givingthem a Headstart

Customers who are informedthat they are 20% of the way totheir goal are 78% morelikely to convert.https://msbﬁle03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Eﬀect-1.pdf

What canyoudo togive your customera headstart?

What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setup

What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what they would donext

What can you do to give yourcustomer a headstart?ü Get them going by starting theproduct setupü Ask the customer what they would donext – then start setting that up too

Finally, givethem thekeys

4. Say Thank You, andsolve the problem

81% of consumers aremore likely to give acompany repeatedbusiness after goodservicehttp://blog.kissmetrics.com/happy-campers/

What canyoudo tomake the customer feelwelcome??

What can you do to make thecustomer feel welcome?ü Get them going by starting the product setup

What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down to understand theirquestion

What can you do to make thecustomer feel welcome?ü Get them going by starting the product setupü Read from the top down to understand theirquestionü Ask clarifying questions and suggestions

What can you do to make thecustomer feel welcome?ü Own “making it right”ü Get them going by starting the product setupü Read from the top down to understand theirquestionü Ask clarifying questions and suggestions

5. Customers wantreally fast service

71% of chat customersexpect assistancewithin ﬁve minutes.http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics

What canyoudo tomake your service feelfaster?

What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)

What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)ü Oﬀer to set up a follow up if you can’t talk right nowand make it on their timeline

What can you do to makeyour service feel faster?ü Provide an automatic response that lets them knowyou’re listening. (but only if you actually answershortly afterward)ü Oﬀer to set up a follow up if you can’t talk right nowand make it on their timelineü Send out information for them to review before youcall out

Desk.com Screenshot of Business RulesSet some automatic rules to knowwhen you’re not answering quickly

6. Customerswill leaveyourcompany ifyou havecrappyservice

64% of customers havemade future purchases froma company’s competitorsafter experiencing poorcustomer service.http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty

What canyoudo todeliver better service??

What can you do to deliverbetter service?ü Acknowledge the issue

ü Acknowledge the issueü Apologize if necessaryWhat can you do to deliverbetter service?

ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionWhat can you do to deliverbetter service?

ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalWhat can you do to deliverbetter service?

ü Acknowledge the issueü Apologize if necessaryü Suggest a solutionü Gain approvalü FOLLOW UPWhat can you do to deliverbetter service?

7. Your egomight becausingcustomerchurn

Customer churn iscaused by customerfeelings of poortreatment 68% of thetime.http://www.desk.com/customer-service/training-tips

What canyoudo tostop churn?

ü Admit you don’t knowWhat can you do tostop churn?

ü Admit you don’t knowü Commit to information you can find outWhat can you do tostop churn?

ü Admit you don’t knowü Commit to information you can find outü Follow up and recapWhat can you do tostop churn?

ü Admit you don’t knowü Commit to information you can find outü Follow up and recapü DON’T OVER PROMISE!What can you do tostop churn?

8. Deliver a shareableWOW experience

People tell an average 9people about a goodexperience, and 16 abouta bad one.http://about.americanexpress.com/news/pr/2011/csbar.aspx

What canyoudo todeliver WOW?

ü Go above and beyond to solve the problemWhat can you do todeliver WOW?

ü Go above and beyond to solve the problemü Make it easy for the customer to shareWhat can you do todeliver WOW?

ü Go above and beyond to solve the problemü Make it easy for the customer to shareü Ask the next questionWhat can you do todeliver WOW?

9. If you solve it twice,solve it for everyone

91% of customers saythey would use an onlineknowledgebase if it wereavailable and tailored totheir needs.http://www.parature.com/survey-customers-prefer-online-self-service-good/

What canyoudo tohave better knowledgeoptions?

ü Write in a Question/Answer format based onquestions the customer will askWhat can you do to havebetter knowledge options?

ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonWhat can you do to havebetter knowledge options?

ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and abbreviationsWhat can you do to havebetter knowledge options?

ü Write in a Question/Answer format based onquestions the customer will askü Avoid jargonü Yes, avoid fancy words and abbreviationsü Edit or rewrite the top 10 and the bottom 10articles every quarterWhat can you do to havebetter knowledge options?

Make the ﬁnishedproduct somethingyou want everycustomer to read

10. Listen to yourfront-line employees

Amazon had the bestcustomer satisfaction(91.7%) and achieved thestrongest sales growth(20%).http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html

What canyoudo toempower your front-lineAgents?

ü Give them a“lifeline”– a way to talk to othersand to escalate supportWhat can you do to havebetter knowledge options?

ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe customerWhat can you do to havebetter knowledge options?

ü Give them a“lifeline”– a way to talk to othersand to escalate supportü Ask them what they think makes it better forthe customerü Ask them how to measure that improvementWhat can you do to havebetter knowledge options?

ü DO IT!

ü DO IT!ü Then, talk about howto improve

BONUSGOLDEN RULESLIDE

Treat your internalemployees asyou would

Treat your internalemployees asyou wouldyour customers

LIST. ALL.THE. INSIGHTS.1.  Poor Customer Service Kills Repeat Business2.  Use Social Selling to Grow Your Business3.  Give the Customer a Head Start4.  Say Thank You, and Solve the Problem5.  Customers Want Really Fast Service6.  Customers Will Go to Another Company withGreat Service if You Don’t Oﬀer Great Service7.  Protecting your Ego Might Cause Churn8.  Deliver a Shareable WOW Experience9.  Share the Solution to the Problem Broadly10.  Partner with Front-Line Employees to SolveProblems

Thank you!Learn more at @grmeyerOrhttp://desk.com/blog