Great Customer Support

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My presentation arguing that great customer support is about making your customers FEEL great about your product or service, or just working with you, and some practical tips.

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Great Customer Support

  1. 1. G R E AT CUSTOMER SUPPORT
  2. 2. PA U L C A M P B E L L
  3. 3. T W I T T E R . C O M / PA U L C A
  4. 4. WTF?
  5. 5. W H AT I S C U S T O M E R S U P P O R T ?
  6. 6. W H Y D O E S I T M AT T E R ?
  7. 7. SERVICE IS G R E AT E R THAN PRODUCT
  8. 8. HAPPY CUSTOMERS G R E AT E R THAN ANY MARKETING
  9. 9. ANYONE FOR A BEER?
  10. 10. W H AT I S C U S T O M E R S U P P O R T ?
  11. 11. E V E RY T H I N G
  12. 12. (EXCEPT YOUR PRODUCT/SERVICE)
  13. 13. EMOTIONS ARE G R E AT E R THAN IMPRESSIONS
  14. 14. PRODUCT MEASURED BY NUMBERS
  15. 15. SUPPORT MEASURED BY FEELINGS
  16. 16. SUCKY SUPPORT
  17. 17. G R E AT S U P P O R T
  18. 18. WHERE DOES IT BEGIN? WHERE DOES IT END?
  19. 19. S TA R T END
  20. 20. L E AV E Y O U R C U S T O M E R I N N O D O U B T T H AT T H E Y C H O S E Y O U
  21. 21. IN PRACTICE
  22. 22. LOTS OF LITTLE THINGS
  23. 23. S E T T I N G E X P E C TAT I O N S
  24. 24. M E E T I N G E X P E C TAT I O N S
  25. 25. CONSISTENCY
  26. 26. BEING RELENTLESS
  27. 27. Y O U C A N ' T H AV E A B A D D AY
  28. 28. MANNERS
  29. 29. PLEASE
  30. 30. THANK YOU
  31. 31. MY (SIMPLE) RULES (WIP)
  32. 32. THANK ANYONE WHO MAILS
  33. 33. R E S P O N S E R AT E GOOD -24 HOURS OK - A WEEK MEH - A MONTH
  34. 34. NOTHING IS WORSE THAN SILENCE
  35. 35. BAD SERVICE? APOLOGISE
  36. 36. DON’T KNOW? ADMIT IT (THEN FIND OUT)
  37. 37. DON’T OFFER IT? S AY S O
  38. 38. OFFER AN A LT E R N AT I V E
  39. 39. NOT SURE? ASK
  40. 40. H AV E C O N V E R S AT I O N S
  41. 41. DON’T BE A F R A I D T O S AY NO
  42. 42. L E AV E Y O U R C U S T O M E R I N N O D O U B T T H AT T H E Y C H O S E Y O U
  43. 43. GOOD SUPPORT IS N E C E S S A RY F O R GOOD BUSINESS
  44. 44. GOOD SUPPORT IS N E C E S S A RY F O R GOOD BUSINESS
  45. 45. QUESTIONS?
  46. 46. T H A N K Y O U V E RY M U C H

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