Modern Customer Service

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My talk on modern customer service in Costa Brava - based on my customer service manifesto.

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Modern Customer Service

  1. 1. Customer ServiceLevels, Channels & Methods. Expected practices for the modern era.
  2. 2. John O’Nolantwitter.com/johnonolan Who?
  3. 3. John O’Nolan twitter.com/johnonolanI’m an entrepreneur, graphic designer,web designer, web developer, marketer,speaker, writer, author and photographer.
  4. 4. John O’Nolantwitter.com/johnonolan I work for WordPress UI Team Deputy
  5. 5. John O’Nolan twitter.com/johnonolan I work for WordPress UI Team DeputyI built a travel blog for over at
  6. 6. John O’Nolan twitter.com/johnonolan I work for WordPress UI Team DeputyI built a travel blog for over at I built a travel app for the new aircraft
  7. 7. Customer service is more important than marketing or advertising.
  8. 8. Customer service is more important than marketing or advertising.Using social media is not optional.
  9. 9. perfect amazing confusing magicSocial media is not new always right complicated different everything
  10. 10. 1829
  11. 11. 1876
  12. 12. 1906
  13. 13. 1929
  14. 14. 1984
  15. 15. 2002
  16. 16. This is not about social media.
  17. 17. It’s about using modern toolsto communicate with customers. It applies to everyone.
  18. 18. Social media is a tool for communication
  19. 19. 3 Main Forms ofBusiness:Customer Communication
  20. 20. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale
  21. 21. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale 2. Promotion
  22. 22. 3 Main Forms ofBusiness:Customer Communication 1. Making a Sale 2. Promotion 3. Customer Service
  23. 23. Customer ServiceLevels, Channels & Methods. Expected practices for the modern era.
  24. 24. Why is this important?
  25. 25. Word of Mouth
  26. 26. C U S T O M E R S E RV I C ELevels
  27. 27. All customers are not equal.
  28. 28. 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.
  29. 29. Don’t treat all customers the same way. Blanket solutions do not create happy customers.
  30. 30. Sacrificing quality for efficiency is inefficient.
  31. 31. Quality of service is what people talk about
  32. 32. C U S T O M E R S E RV I C EChannels
  33. 33. 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
  34. 34. Use the best tool for the job. Not the easiest.
  35. 35. C U S T O M E R S E RV I C EMethods
  36. 36. 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.
  37. 37. Focus on making people happy. Happy people will give you money.
  38. 38. Every single customer service requestis a word of mouth marketing opportunity.
  39. 39. 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

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