The Five Biggest Mistakes your Social Customer Service Agents are Making

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How are you ensuring the quality, consistency and speed of the response of your social customer service agents? In this insightful session Carolyn Blunt, co-author of 'Delivering Effective Social Customer Service', offers a people perspective on the challenge of social customer service, including practical steps to improve your social customer service performance through leadership, technology and training.

Published in: Social Media, Business, Education
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The Five Biggest Mistakes your Social Customer Service Agents are Making

  1. 1. Carolyn Blunt BSc(Hons) FCIPD www.real-results.co.uk 0161 408 2003 hello@real-results.co.uk The 5 Biggest Mistakes your Social Customer Service Agents are Making
  2. 2. About Carolyn Blunt T r a i n i n g e x p e r i e n c e 1 3 y r s + C o n t a c t c e n t r e t r a i n i n g & H R D e x p e r t R e a l R e s u l t s M D ( a w a r d w i n n i n g ) T o p i n ‘ m o s t r e s p e c t e d ’ v o t e C o - A u t h o r o f ‘ D e l i v e r i n g E f f e c t i v e S o c i a l C u s t o m e r S e r v i c e ’
  3. 3. About Real Results B 2 B & B 2 C U t i l i t i e s , P o l i c e , S e c u r i t y , M a i n t e n a n c e , H o u s i n g , R e t a i l , I n s u r a n c e , F a c i l i t i e s M a n a g e m e n t e t c . T e a m o f e x p e r t t r a i n e r s w o r k i n g a c r o s s U K & I n t e r n a t i o n a l l y C r e a t o r s o f o n l i n e t r a i n i n g r e s o u r c e v i d e o s a n d g u i d e s f o r C o n t a c t C e n t r e s w w w . c a t l i . c o . u k
  4. 4. Carolyn Blunt www.real-results.co.uk “Mistake #1” The mistake that is losing customers… sometimes without you even realising it
  5. 5. Defensive, bored responses or hands-tied by processes 82% of customers stop doing business with a brand after bad service (Harris Interactive) Carolyn Blunt www.real-results.co.uk
  6. 6. Carolyn Blunt www.real-results.co.uk “Mistake #2” The mistake that means customers will revert back to more expensive channels
  7. 7. Please email us generic@annoying.com Carolyn Blunt www.real-results.co.uk
  8. 8. Carolyn Blunt www.real-results.co.uk “Mistake #3” The mistake that often ends up alienating, not personalising the customer experience
  9. 9. Scripts Templates Repetition Carolyn Blunt www.real-results.co.uk
  10. 10. Carolyn Blunt www.real-results.co.uk “Mistake #4” the mistake that confuses customers and puts up barriers
  11. 11. Ignoring difficult conversations or responding in overly formal voice Carolyn Blunt www.real-results.co.uk
  12. 12. Carolyn Blunt www.real-results.co.uk “Mistake #5” The mistake that is irritating your customers and making them feel unloved
  13. 13. Assuming your customer can self serve with links when 76% of Twitter usage is mobile Carolyn Blunt www.real-results.co.uk
  14. 14. Finally.... Questions? Comments? Free video www.catli.co.uk www.real-results.co.uk @CarolynBlunt Thank you Carolyn Blunt www.real-results.co.uk

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