1. The Whole Thing is Failing The core feature has broken - help now.2. Money Money Money Payment process problems.3. A Real Problem Thereʼs something wrong with the product.4. A Fake Problem Theyʼre using the product wrong.5. Just Feedback They just want to say hi.
Don’t treat all customers the same way. Blanket solutions do not create happy customers.
Sacrificing quality for efficiency is inefficient.
1. Text Based Services Email, Twitter, Forums, Support Tickets2. Voice Based Services Telephone, Skype, Remote Support3. Face Based Services Retail, Meetings4. Physical Services Posted Letters, Fax
Use the best tool for the job. Not the easiest.
1. Say You’re Sorry The customer is always most important.2. Resolve The Issue Solve the problem that the customer is having.3. Give A Refund/Discount Give them something to make up for their inconvenience.4. Give A Freebie Go the extra mile if youʼve really messed up.5. Ask for Advice & Do it Make your greatest critics your strongest advocates.
Focus on making people happy. Happy people will give you money.
Every single customer service requestis a word of mouth marketing opportunity.
My Name is John O’Nolan twitter.com/JohnONolan My Book, Coming Soon:JOHN facebook.com/JohnONolan flickr.com/photos/JohnONolan DESIGNINGLICENSING: EMOTIONThis talk is released under the Creative Commons 3.0 license.All slides and content will be available on john.onolan.org BY JOHN O’NOLANPHOTO CREDITS: AND ADII PIENAARMyself, Qfamily, petesimon, gesika22, dailyinvention, JamesCridland, xlibber, Ian Lamont, cheezburger.com AUTUMN 2011 http://amzn.to/DesigningEmotion