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Customer service


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Customer service

  1. 1. customer service<br />CARS Seminar<br />
  2. 2. outline<br />General Information<br />Measure Customer Service (CS)<br />Customer Relationship Management<br />Evolution of customer service<br />Social media<br />Examples of CS oriented companies<br />Wrap-up<br />
  3. 3. general information<br />Origin<br />CS has been around since there was business<br />Not easy to find early examples or an “origin”<br />Most companies are “grounded” on CS<br />Apple, GE, Toyota, Google<br />All of these companies show CS in different ways<br />
  4. 4. eight rules of customer service<br />1) Answer your phone<br />2) Don’t make promises unless you WILL keep them<br />3) Listen to your customers<br />4) Deal with complaints<br />5) Be helpful - even if there’s no immediate profit in it<br />6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable<br />7) Take the extra step<br />8) Throw in something extra<br />
  5. 5. twelve lessons of customer service<br />Keep It Personal<br />Don't Make The Customer Work<br />Foster Relationships<br />Go Above & Beyond<br />Be Enthusiastic<br />Be Helpful Without Being Annoying<br />Even Online Retailers Need Phone Support<br />Unabashedly Seek to Out-Serve Competitors<br />Be Prompt<br />Train Rank & File Employees in Your Customer Service Philosophy<br />Always Innovate<br />Create a Desire to Belong<br />
  6. 6. or…take Kelly Kapur’s advice<br />customer service, this is Kelly...<br />
  7. 7. crm<br />Customer Relationship Management<br />Many different services <br />Helps with customer service:<br />Sales<br />Marketing activities<br />Technical support<br />Basically uses technology to monitor and aid with CS<br />
  8. 8. crm (cont.)<br />Origins<br />Databases in the 1980s<br />Helpful for big clients<br />Cluttered and not very pertinent for small clients<br />Advanced in the 1990s<br />Offered incentives, perks, rewards for membership<br />Two-way street<br />Come of age today<br />Tailor to customers needs<br />Internet<br />
  9. 9. crm (cont.)<br />Benefits<br />Streamlined sales and marketing processes<br />Higher sales productivity<br />Added cross-selling and up-selling opportunities<br />Improved service, loyalty, and retention<br />Increased call center efficiency<br />Higher close rates<br />Better profiling and targeting<br />Reduced expenses<br />Increased market share<br />Higher overall profitability<br />Marginal costing<br />
  10. 10. lines of customer service (pre-internet)<br />Business to customer<br />Management dictates to staff<br />Staff interacts with customer<br />Still popular today (increasing)<br />In person<br />On the phone<br />Most places have both!<br />
  11. 11. lines of customer service now<br />Internet has changed everything<br />Blogs<br />Social Media<br />Yahoo answers<br />Customers can do independent research<br />They only seek customer service if they need/want it<br />
  12. 12. reconnect with the customer<br />Internet has distanced the relation b/w business and customer<br />Many businesses are re-focusing on CS to get an edge<br />Starbucks, Lands’ End, Kohl’s<br />Acronyms (SALES, SERVICE, SMILE)<br />Aimed at raising sales and profits<br />UPTs, Budget<br />
  13. 13. customer service and social media<br />Social media does not have to be impersonal!<br />Separate updates on Facebook, Twitter and blogs<br />Different users! Cater to individual needs!<br />People will appreciate the extra time it takes<br />
  14. 14. social media (cont.)<br />Facebook Fan Pages<br />Update statuses more than once a week<br />Allow fans to comment on material on the page<br />Listen and respond to these comments!<br />
  15. 15. social media (cont.)<br />Twitter<br />Tweet often, but don’t bombard with information<br />Keep it professional<br />RT followers with pertinent tweets<br />Reply to followers<br />Leave links to blogs and other things<br />Keep it personal!<br />example<br />
  16. 16. social media (cont.)<br />Blogs<br />Use for lengthy information<br />Allow and reply to comments<br />Update often<br />
  17. 17. social media (cont.)<br />Youtube<br />Videos<br />Vlogs<br />“Will it blend?”<br />Done by Blendtec<br />Increased sales 500%!<br />
  18. 18. social media (cont.)<br />Add a name to the media<br />Attaches a “relationship”<br />Lets the customer know they aren’t talking to a robot<br />Makes interaction much more personal<br />
  19. 19. social media (cont.)<br />Companies that use social media<br />Best Buy and Apple<br />They have employees that are interested in it and they carry that passion through<br />Works well using technology to help with technology<br />Can also be used to advertise new products and get instant feedback<br />More companies are following in the trend<br />
  20. 20. examples of CS oriented companies<br />Disney<br />Sell an experience<br />Cast members, not staff<br />Make every customer happy<br />Also have a very interactive website<br />They even offer D’think where Disney helps businesses with CS<br />
  21. 21. examples (cont.)<br />Lands’ End<br />Started with individualized order taking<br />Gary Comer<br />“I will never be critical of any action taken on behalf of the customer”<br />Today the company still puts the customer first<br />Training for staff<br />Internet LiveChat<br />Lots of free shipping offers<br />Guaranteed. Period.<br />
  22. 22. examples (cont.)<br />Starbucks<br />Always smiling<br />Compensation if drink is not satisfactory<br />Offer discounts to repeat customers<br />“Home” like atmosphere<br />
  23. 23. keeping customers<br />Customer retention vs. acquisition <br />5 X more profitable<br />Important to be fiscally responsible<br />Practice good customer service<br />Phone etiquette<br />In person<br />Social media<br />
  24. 24. questions?<br />
  25. 25. works examined<br />The End of Management and the Rise of Organizational Democracy<br />by: Cloke Goldsmith<br /><br /><br />Google search engine (images)<br />Wikipedia<br /><br /><br /><br />