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CUSTOMER SERVICE -
  TRENDS AND IDEAS

Dave's Team
March '08
Campbell
Eist le fuaim na habhann agus
     gheobhaidh tú breac.
                        2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
Eist le fuaim na habhann agus
     gheobhaidh tú breac.
                        19
20
21
22
Rational



Emotive

Intuitive

Desire




     23
24
25
A new approach to marketing


     Research                          Consumers

    Marketing
  Communications
                        Engagement/
                        Conversation
   PR/Reputation
   Management


  Customer Service




                                           26
Referral                 Simplicity
             Design
    Recommendation             Collaboration

Customer Voice               Conversation
 Personable              Listening

Human
                Empathetic


                                               27
Checklist
•   Simplicity – design customer experience
•   Listening
•   Join your queue
•   Media is changing
•   Customers are more informed
•   Collaboration and organisations
•   Customers have a voice
•   Conversation builds trust
•   Exceed expectation – call back, last agent
•   Devotion
                                            28

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Customer Service Mar 08

  • 1. CUSTOMER SERVICE - TRENDS AND IDEAS Dave's Team March '08 Campbell
  • 2. Eist le fuaim na habhann agus gheobhaidh tú breac. 2
  • 3. 3
  • 4. 4
  • 5. 5
  • 6. 6
  • 7. 7
  • 8. 8
  • 9. 9
  • 10. 10
  • 11. 11
  • 12. 12
  • 13. 13
  • 14. 14
  • 15. 15
  • 16. 16
  • 17. 17
  • 18. 18
  • 19. Eist le fuaim na habhann agus gheobhaidh tú breac. 19
  • 20. 20
  • 21. 21
  • 22. 22
  • 24. 24
  • 25. 25
  • 26. A new approach to marketing Research Consumers Marketing Communications Engagement/ Conversation PR/Reputation Management Customer Service 26
  • 27. Referral Simplicity Design Recommendation Collaboration Customer Voice Conversation Personable Listening Human Empathetic 27
  • 28. Checklist • Simplicity – design customer experience • Listening • Join your queue • Media is changing • Customers are more informed • Collaboration and organisations • Customers have a voice • Conversation builds trust • Exceed expectation – call back, last agent • Devotion 28