This document provides 10 tips for delivering amazing customer service:
1. Address customer service issues promptly to maintain loyalty and repeat business.
2. Engage with customers on social media to increase sales by 20-40%.
3. Help customers by providing partial solutions or starting product setup to increase conversions by 78%.
4. Thank customers and fully resolve their problems to increase the likelihood of repeat business by 81%.
5. Respond to customer requests within 5 minutes to meet expectations for fast service.
6. Admit mistakes, find solutions, follow up and avoid overpromising to reduce customer churn.
7. Go above and beyond to solve problems in a shareable way and empower frontline employees
4. 48% of customers
say that poor customer
service is the biggest
deterrent to brand loyalty
http://www.parature.com/survey-customer-loyalty/
Click to tweet the fact!
6. ü Answer their question and ask for one more
What can you do to increase loyalty?
7. ü Answer their question and ask for one more
What can you do to increase loyalty?
ü Find a great way to solve a customer service
problem in their business and share it with
them
8. ü Answer their question and ask for one more
What can you do to increase loyalty?
ü Find a great way to solve a customer service
problem in their business and share it with
them
ü Commit RANDOM ACTS OF CUSTOMER WOW
9. 2. You Should Use
Social Customer
Service to Grow
Your Business
10. Customers who engage with
companies over social media
spend 20% to 40%
more money with those
companies than other
customers.
http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
17. Customers who are informed
that they are 20% of the way to
their goal are 78% more
likely to convert.
https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
19. What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
20. What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
ü Ask the customer what they would do
next
21. What can you do to give your
customer a headstart?
ü Get them going by starting the
product setup
ü Ask the customer what they would do
next – then start setting that up too
26. What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
27. What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
28. What can you do to make the
customer feel welcome?
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
ü Ask clarifying questions and suggestions
29. What can you do to make the
customer feel welcome?
ü Own “making it right”
ü Get them going by starting the product setup
ü Read from the top down to understand their
question
ü Ask clarifying questions and suggestions
33. What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
34. What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
ü Offer to set up a follow up if you can’t talk right now
and make it on their timeline
35. What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (but only if you actually answer
shortly afterward)
ü Offer to set up a follow up if you can’t talk right now
and make it on their timeline
ü Send out information for them to review before you
call out
36. Desk.com Screenshot of Business Rules
Set some automatic rules to know
when you’re not answering quickly
38. 64% of customers have
made future purchases from
a company’s competitors
after experiencing poor
customer service.
http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
55. ü Go above and beyond to solve the problem
What can you do to
deliver WOW?
56. ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
What can you do to
deliver WOW?
57. ü Go above and beyond to solve the problem
ü Make it easy for the customer to share
ü Ask the next question
What can you do to
deliver WOW?
58. 9. If you solve it twice,
solve it for everyone
59. 91% of customers say
they would use an online
knowledgebase if it were
available and tailored to
their needs.
http://www.parature.com/survey-customers-prefer-online-self-service-good/
61. ü Write in a Question/Answer format based on
questions the customer will ask
What can you do to have
better knowledge options?
62. ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
What can you do to have
better knowledge options?
63. ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
What can you do to have
better knowledge options?
64. ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words and abbreviations
ü Edit or rewrite the top 10 and the bottom 10
articles every quarter
What can you do to have
better knowledge options?
67. Amazon had the best
customer satisfaction
(91.7%) and achieved the
strongest sales growth
(20%).
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
69. ü Give them a“lifeline”– a way to talk to others
and to escalate support
What can you do to have
better knowledge options?
70. ü Give them a“lifeline”– a way to talk to others
and to escalate support
ü Ask them what they think makes it better for
the customer
What can you do to have
better knowledge options?
71. ü Give them a“lifeline”– a way to talk to others
and to escalate support
ü Ask them what they think makes it better for
the customer
ü Ask them how to measure that improvement
What can you do to have
better knowledge options?
77. LIST. ALL.THE. INSIGHTS.
1. Poor Customer Service Kills Repeat Business
2. Use Social Selling to Grow Your Business
3. Give the Customer a Head Start
4. Say Thank You, and Solve the Problem
5. Customers Want Really Fast Service
6. Customers Will Go to Another Company with
Great Service if You Don’t Offer Great Service
7. Protecting your Ego Might Cause Churn
8. Deliver a Shareable WOW Experience
9. Share the Solution to the Problem Broadly
10. Partner with Front-Line Employees to Solve
Problems