The 5 "A"s of Customer Service

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The 5 “A”s of Customer Service

Acknowledge, Apologize (if necessary), Answer,
Analyze, and Adjust

These simple steps give you the ability to take a simple customer service model and apply it to complicated (and simple) customer contacts both online and offline.

You can use this model to guide your community-building efforts in social media, or to provide a superior customer experience, while maintaining a solid feedback look for your customers, your team, and the customers you haven't met yet.

I'd love to hear your feedback on this idea - contact me on Twitter at @grmeyer or feel free to email me.

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  • The 5 "A"s of Customer Service

    1. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/The 5 “A”s of Customer ServiceAcknowledge, Apologize (if necessary), Answer,Analyze, and Adjust @grmeyer
    2. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/1 - AcknowledgeDemonstrate that youhear the customerRe-state the question sothe issue is clearBe friendly - there’sanother person involved!“Customers become invisiblebecause employees make them PHOTO BY HTTP://FLICKR.COM/PHOTOS/TODDLE_EMAIL_NEWSLETTERSinvisible”-Kevin Stirtz The 5 “A”s of Customer Service | @grmeyer
    3. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/2 - Apologize (if necessary) Use “I” statements - “I’m sorry for the inconvenience” Stick to the facts - “This is what happened.” State what you can do - “Here’s how I can help you PHOTO BY HTTP://FLICKR.COM/PHOTOS/S-T-R-A-N-G-E/ today”“Never ruin an apology with anexcuse”- Benjamin Franklin The 5 “A”s of Customer Service | @grmeyer
    4. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/3 - Answer (and Ask)Provide a solution(with specific steps)Relate the solution to thequestionAsk for additionalinformation (if you need it) PHOTO BY HTTP://FLICKR.COM/PHOTOS/38446022@N00 “Do, or do not. There is no try” - Yoda The 5 “A”s of Customer Service | @grmeyer
    5. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/4 - Analyze Seek the root cause - read from the top down Have you heard this before? (multiple cases on one ticket) Identify any unanswered questions (and observations) “A prudent question is one half of wisdom” - Sir Francis Bacon PHOTO BY HTTP://FLICKR.COM/PHOTOS/MARTINLABAR The 5 “A”s of Customer Service | @grmeyer
    6. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/ 5 - Adjust What did you learn? What needs to change? What’s one thing that you need to start doing?“You can have everything in lifeyou want, if you will just helpother people get what theywant”- Zig Ziglar PHOTO BY HTTP://FLICKR.COM/PHOTOS/SBH The 5 “A”s of Customer Service | @grmeyer
    7. PHOTO BY HTTP://WWW.FLICKR.COM/PHOTOS/LWR/6 - Next Track and measure trends Perform random acts of TEXT Customer WOW Ask yourself, what would the customer expect? And want? PHOTO BY HTTP://FLICKR.COM/PHOTOS/FAMILYMWR/ GO The 5 “A”s of Customer Service | @grmeyer

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