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T H I N KBIGGERABOUT CUSTOMER SERVICE   By Mu’min Santoso l @msantoz
CUSTOMER SERVICE SHOULDN’T JUST BEA DEPARTMENT, IT SHOULD BE THEENTIRE COMPANYTony Hsieh, CEO of Zappos
Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
THEY –WE ALL –AREGETTING“SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. MichaelHinshaw and Bruce Kasanoff
SO?
CUSTOMER SERVICE  CUSTOMER CARE  CUSTOMER EXPERIENCE
Social Media Helpssmall companies lookbigger and bigcompanies getsmaller
Get everyone on the same pageCustomer Experience is the whole company’s responsibility
BE PREPARED
Fix your ‘brokenwindows’ beforeengaging online
Avoid The Basic Mistakes
PROACTIVE LISTENING
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
DON’T RELY ON SINGLE CHANNEL
Remember This…          Social Media Helps          small companies look          bigger and big          companies get   ...
How to handle negative sentiments Identify the type of     feedback   Straight Problems          Respond             Fix i...
High                           Expectations                 Spot                      Aim for             DISAPOINTED     ...
The number one rule when responding to all criticism, even the             negative types; is to stay positive.
Take it like a market leader, and let them know we’re listening                                Positive Outcome:          ...
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
IT’S NOT EASY
NEED A COMMITMENT
BUT CAN BE DONE
“WHATEVER YOU ARE, BE A GOOD ONE”            -Abraham Lincoln-
THANK YOUMu’min SantosoCOO of Semut Api Colony & Klix Digital   @msantoz
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
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Think bigger about Customer Service

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Think bigger about Customer Service

  1. 1. T H I N KBIGGERABOUT CUSTOMER SERVICE By Mu’min Santoso l @msantoz
  2. 2. CUSTOMER SERVICE SHOULDN’T JUST BEA DEPARTMENT, IT SHOULD BE THEENTIRE COMPANYTony Hsieh, CEO of Zappos
  3. 3. Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
  4. 4. THEY –WE ALL –AREGETTING“SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. MichaelHinshaw and Bruce Kasanoff
  5. 5. SO?
  6. 6. CUSTOMER SERVICE  CUSTOMER CARE  CUSTOMER EXPERIENCE
  7. 7. Social Media Helpssmall companies lookbigger and bigcompanies getsmaller
  8. 8. Get everyone on the same pageCustomer Experience is the whole company’s responsibility
  9. 9. BE PREPARED
  10. 10. Fix your ‘brokenwindows’ beforeengaging online
  11. 11. Avoid The Basic Mistakes
  12. 12. PROACTIVE LISTENING
  13. 13. http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
  14. 14. DON’T RELY ON SINGLE CHANNEL
  15. 15. Remember This… Social Media Helps small companies look bigger and big companies get smaller
  16. 16. How to handle negative sentiments Identify the type of feedback Straight Problems Respond Fix it Follow Up Thank to Respond with Constructive Criticism positive message custommer for their suggestion Assure that we Thank to take steps to Merited Attack Respond Promptly commenter about correct the the feedback problem Trolling/Spam Ignore Remove
  17. 17. High Expectations Spot Aim for DISAPOINTED DEVOTED Poor GreatExperience Experience Avoid Go for DISSAFECTED DELIGHTED Low Creating Devoted Customer Expectations by Andy Hanselman Consulting
  18. 18. The number one rule when responding to all criticism, even the negative types; is to stay positive.
  19. 19. Take it like a market leader, and let them know we’re listening Positive Outcome: Customers won’t take the We do not delete Strengthen Image asCustomer knows we message elsewhere negative comments to Market leader by taking LISTEN and CARE which makes us easier to build Customers’ Trust criticism head on monitor
  20. 20. http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
  21. 21. IT’S NOT EASY
  22. 22. NEED A COMMITMENT
  23. 23. BUT CAN BE DONE
  24. 24. “WHATEVER YOU ARE, BE A GOOD ONE” -Abraham Lincoln-
  25. 25. THANK YOUMu’min SantosoCOO of Semut Api Colony & Klix Digital @msantoz

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