You will learn:
✓ What is customer service?
✓ What’s the secret for providing excellent customer service?
✓ What makes a customer representative great?
✓ The 5 most common customer service mistakes (and how to avoid making them)
www.pipefy.com
Customer service has become one of the most important components for businesses today. The document discusses how customer service needs to be elevated to a strategic priority due to the rise of social media and word-of-mouth. It introduces 10 new rules for customer service, such as having customer service available 24/7, empowering all employees to communicate with customers, and treating influential customers with extra care. Customer service is now critical for competitive advantage and can even generate revenue when done effectively.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
75 Customer Service Facts, Quotes & StatisticsHelp Scout
This document summarizes key facts, quotes, and statistics about customer service from an eBook. It covers the following topics in 3 or less sentences each:
1. The cost of bad customer service - Highlights statistics on the percentage of customers who don't complain or come back due to poor service and the costs associated.
2. What customers think - Includes quotes and data on what customers value in service experiences and their willingness to spend more with companies providing excellent service.
3. Power in a personal touch - Emphasizes that customers overwhelmingly prefer human service over automated options and are more likely to continue business and resolve issues favorably with a personal touch.
4. The social graph - Notes that
The document provides an overview of customer service basics and techniques. It discusses the importance of understanding what customers want and how to successfully interact with different types of customers. The document also outlines over 50 specific techniques for providing excellent customer service, resolving issues, and ensuring positive customer experiences. The goal is to teach readers how to improve their customer service skills and interactions.
Here are the key things the customers wanted and whether they were satisfied based on the interactions described:
A) The businessman wanted a hotel room for the night. He was dissatisfied as there was no record of his reservation and the receptionist did not try to help, just suggested another hotel.
B) John wanted a tracksuit that fit properly. He was dissatisfied as the sales assistant did not try to help or offer a solution, just blamed John for the issue.
C) The elderly lady flying for the first time wanted assistance. She would have been satisfied by the cabin crew member who helped her with her needs.
D) The man at the reception wanted assistance/information. He was dissatisfied by the receptionist
Customer service has become one of the most important components for businesses today. The document discusses how customer service needs to be elevated to a strategic priority due to the rise of social media and word-of-mouth. It introduces 10 new rules for customer service, such as having customer service available 24/7, empowering all employees to communicate with customers, and treating influential customers with extra care. Customer service is now critical for competitive advantage and can even generate revenue when done effectively.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
75 Customer Service Facts, Quotes & StatisticsHelp Scout
This document summarizes key facts, quotes, and statistics about customer service from an eBook. It covers the following topics in 3 or less sentences each:
1. The cost of bad customer service - Highlights statistics on the percentage of customers who don't complain or come back due to poor service and the costs associated.
2. What customers think - Includes quotes and data on what customers value in service experiences and their willingness to spend more with companies providing excellent service.
3. Power in a personal touch - Emphasizes that customers overwhelmingly prefer human service over automated options and are more likely to continue business and resolve issues favorably with a personal touch.
4. The social graph - Notes that
The document provides an overview of customer service basics and techniques. It discusses the importance of understanding what customers want and how to successfully interact with different types of customers. The document also outlines over 50 specific techniques for providing excellent customer service, resolving issues, and ensuring positive customer experiences. The goal is to teach readers how to improve their customer service skills and interactions.
Here are the key things the customers wanted and whether they were satisfied based on the interactions described:
A) The businessman wanted a hotel room for the night. He was dissatisfied as there was no record of his reservation and the receptionist did not try to help, just suggested another hotel.
B) John wanted a tracksuit that fit properly. He was dissatisfied as the sales assistant did not try to help or offer a solution, just blamed John for the issue.
C) The elderly lady flying for the first time wanted assistance. She would have been satisfied by the cabin crew member who helped her with her needs.
D) The man at the reception wanted assistance/information. He was dissatisfied by the receptionist
This document is a 16 page presentation on customer service. It covers topics like understanding customer needs, common customer complaints, communication skills, excuses for poor service, what customers want from service representatives, and competencies for customer service roles. The presentation provides objectives, questions, statistics, and tips for representatives to improve service. It aims to help viewers learn how to identify problems and strengthen customer relationships.
This document describes a customer's negative experience with Amazon's customer service when trying to return a dishwasher. Over the course of a week, the customer contacted Amazon customer service numerous times but received no help in resolving the issue. Each representative seemed unaware of the previous communications and history of the problem. The customer grew increasingly frustrated as the issue was passed between teams without being addressed. The poor customer experience resulted in a loss of trust in Amazon and its claims of being customer-centric. The document criticizes Amazon's lack of empathy, communication, responsiveness, and decisive action in handling the return request.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
The document discusses measuring customer satisfaction. It defines customer satisfaction as a measure of how well a company's products and services meet or exceed customer expectations. It also discusses direct and indirect methods for obtaining customer feedback, including surveys, complaints, loyalty, and expectations. The key to customer satisfaction is understanding customer expectations and pinpointing specifically where a company may be failing to meet those expectations.
The document discusses measuring and managing customer satisfaction. It provides an overview of key metrics to measure like complaints, word of mouth, loyalty, and repurchase rates. It explains that totally satisfied customers contribute significantly more revenue. The document also discusses using customer satisfaction surveys to measure individual touchpoints and a company overall. It provides examples of survey questions and using metrics like Net Promoter Score. The conclusion emphasizes implementing a formal customer satisfaction process to improve business performance.
This document discusses the importance of customer service and handling complaints. It notes that 91% of unhappy customers will complain, and those complaints can then be shared with others. Some key points are:
- Companies should have a commitment to customer service and a strategy to proactively resolve complaints.
- Continuous improvement is important by addressing customer suggestions and ensuring a positive experience even after a complaint.
- Good internal customer service, like treating coworkers well, can lead to good external customer service.
- Superior customer service allows companies to charge more, realize greater profits, and increase market share.
This document provides information about the importance of customer service. It discusses how keeping existing customers is more important than attracting new customers, as repeat customers spend more and it costs less to retain them. The "ladder of customer loyalty" shows different levels from prospects to advocates. Strategies for building loyalty include satisfying customers and maintaining relationships. Good customer service involves listening to customers, addressing complaints, being helpful and courteous. Specific dos and don'ts are provided for communicating with customers. The document also gives tips for dealing with different types of challenging customers.
This document provides an outline and content for a training on exceptional customer service. It discusses dealing with displeased customers, including putting oneself in the customer's shoes, listening without being defensive, asking questions to understand their perspective, and suggesting solutions without overpromising. It also covers building service pride among employees by creating a positive work environment and culture. Additionally, the training addresses the benefits of being assertive, such as creating win-win situations and earning respect, and provides tips for becoming more assertive like using "I" statements and practicing saying no. The overall aim is to help employees understand unhappy customers as a learning opportunity and handle issues effectively.
10 Insights to Deliver Amazing Customer ServiceDesk
This document provides 10 tips for delivering amazing customer service:
1. Address customer service issues promptly to maintain loyalty and repeat business.
2. Engage with customers on social media to increase sales by 20-40%.
3. Help customers by providing partial solutions or starting product setup to increase conversions by 78%.
4. Thank customers and fully resolve their problems to increase the likelihood of repeat business by 81%.
5. Respond to customer requests within 5 minutes to meet expectations for fast service.
6. Admit mistakes, find solutions, follow up and avoid overpromising to reduce customer churn.
7. Go above and beyond to solve problems in a shareable way and empower frontline employees
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
This document discusses the importance of customer service excellence. It provides definitions of customer service, discusses how perception impacts customer experience, and identifies elements that can improve or hinder customer service like managing expectations, the customer experience, recovery from mistakes, teamwork, continuous improvement, and dealing with difficult customers. The document encourages staff to think about how they can better serve customers through small acts and reinventing their approach on a regular basis without spending money. It concludes by asking if attendees now have a shared understanding of customer service and ideas to implement better service at their club.
The document discusses the future of customer care and different models for providing customer support. It analyzes machine, human, individual and community-based approaches as well as self-service, smart care, customer support and communal support. Specific technologies and trends are also examined, including predictive assistants, artificial agents, video vaults, little data, network narratives, mobile communities, gamification and more. The future of customer care is seen as relying more on new technologies but also understanding customers at an individual level.
This document discusses how customer service impacts the bottom line for healthcare practices. It begins with an introduction and schedule for the presentation. It then discusses how customer service has traditionally been non-existent in healthcare, except for certain specialties. Poor customer service can result in longer wait times, rude staff, an unkempt practice environment, and poor administrative follow-up. However, practices with great customer service are less likely to be sued. The presentation provides tips for improving customer service and reducing wait times. It emphasizes the financial value patients provide to a practice over their lifetime and stresses the importance of patient retention through strong customer service. Finally, it introduces Kareo's role in helping practices improve customer, scheduling, and billing functions.
The document discusses improving customer service in the banking industry in India. It describes current issues with poor customer service like employees lacking empathy and being inefficient. It provides suggestions to revitalize service like notifying customers of commitments to help, engaging customers, and monitoring service quality. Superior customer service in India could be accelerated by ensuring timely and efficient first contact resolution, personalized service, and flexible processes. High costs and lack of training could hinder superior service.
Convergys In Customer Service (Pratik Negi)pratik negi
The document discusses technical customer support provided by Convergys India to customers in countries like the US and Australia. It focuses on the technical support center in Thane, India that handles support for Optus in Australia. Price and place factors were major reasons for choosing India. Lower costs, wages, and infrastructure like VOIP lines between India and Australia make technical support more affordable from India. Cultural factors like the neutral Indian accent and polite problem-solving style are also advantages. While long hours can impact work-life balance, the technical support industry provides important job opportunities in India's growing service economy.
This document is a 16 page presentation on customer service. It covers topics like understanding customer needs, common customer complaints, communication skills, excuses for poor service, what customers want from service representatives, and competencies for customer service roles. The presentation provides objectives, questions, statistics, and tips for representatives to improve service. It aims to help viewers learn how to identify problems and strengthen customer relationships.
This document describes a customer's negative experience with Amazon's customer service when trying to return a dishwasher. Over the course of a week, the customer contacted Amazon customer service numerous times but received no help in resolving the issue. Each representative seemed unaware of the previous communications and history of the problem. The customer grew increasingly frustrated as the issue was passed between teams without being addressed. The poor customer experience resulted in a loss of trust in Amazon and its claims of being customer-centric. The document criticizes Amazon's lack of empathy, communication, responsiveness, and decisive action in handling the return request.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
The document discusses measuring customer satisfaction. It defines customer satisfaction as a measure of how well a company's products and services meet or exceed customer expectations. It also discusses direct and indirect methods for obtaining customer feedback, including surveys, complaints, loyalty, and expectations. The key to customer satisfaction is understanding customer expectations and pinpointing specifically where a company may be failing to meet those expectations.
The document discusses measuring and managing customer satisfaction. It provides an overview of key metrics to measure like complaints, word of mouth, loyalty, and repurchase rates. It explains that totally satisfied customers contribute significantly more revenue. The document also discusses using customer satisfaction surveys to measure individual touchpoints and a company overall. It provides examples of survey questions and using metrics like Net Promoter Score. The conclusion emphasizes implementing a formal customer satisfaction process to improve business performance.
This document discusses the importance of customer service and handling complaints. It notes that 91% of unhappy customers will complain, and those complaints can then be shared with others. Some key points are:
- Companies should have a commitment to customer service and a strategy to proactively resolve complaints.
- Continuous improvement is important by addressing customer suggestions and ensuring a positive experience even after a complaint.
- Good internal customer service, like treating coworkers well, can lead to good external customer service.
- Superior customer service allows companies to charge more, realize greater profits, and increase market share.
This document provides information about the importance of customer service. It discusses how keeping existing customers is more important than attracting new customers, as repeat customers spend more and it costs less to retain them. The "ladder of customer loyalty" shows different levels from prospects to advocates. Strategies for building loyalty include satisfying customers and maintaining relationships. Good customer service involves listening to customers, addressing complaints, being helpful and courteous. Specific dos and don'ts are provided for communicating with customers. The document also gives tips for dealing with different types of challenging customers.
This document provides an outline and content for a training on exceptional customer service. It discusses dealing with displeased customers, including putting oneself in the customer's shoes, listening without being defensive, asking questions to understand their perspective, and suggesting solutions without overpromising. It also covers building service pride among employees by creating a positive work environment and culture. Additionally, the training addresses the benefits of being assertive, such as creating win-win situations and earning respect, and provides tips for becoming more assertive like using "I" statements and practicing saying no. The overall aim is to help employees understand unhappy customers as a learning opportunity and handle issues effectively.
10 Insights to Deliver Amazing Customer ServiceDesk
This document provides 10 tips for delivering amazing customer service:
1. Address customer service issues promptly to maintain loyalty and repeat business.
2. Engage with customers on social media to increase sales by 20-40%.
3. Help customers by providing partial solutions or starting product setup to increase conversions by 78%.
4. Thank customers and fully resolve their problems to increase the likelihood of repeat business by 81%.
5. Respond to customer requests within 5 minutes to meet expectations for fast service.
6. Admit mistakes, find solutions, follow up and avoid overpromising to reduce customer churn.
7. Go above and beyond to solve problems in a shareable way and empower frontline employees
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
This document discusses the importance of customer service excellence. It provides definitions of customer service, discusses how perception impacts customer experience, and identifies elements that can improve or hinder customer service like managing expectations, the customer experience, recovery from mistakes, teamwork, continuous improvement, and dealing with difficult customers. The document encourages staff to think about how they can better serve customers through small acts and reinventing their approach on a regular basis without spending money. It concludes by asking if attendees now have a shared understanding of customer service and ideas to implement better service at their club.
The document discusses the future of customer care and different models for providing customer support. It analyzes machine, human, individual and community-based approaches as well as self-service, smart care, customer support and communal support. Specific technologies and trends are also examined, including predictive assistants, artificial agents, video vaults, little data, network narratives, mobile communities, gamification and more. The future of customer care is seen as relying more on new technologies but also understanding customers at an individual level.
This document discusses how customer service impacts the bottom line for healthcare practices. It begins with an introduction and schedule for the presentation. It then discusses how customer service has traditionally been non-existent in healthcare, except for certain specialties. Poor customer service can result in longer wait times, rude staff, an unkempt practice environment, and poor administrative follow-up. However, practices with great customer service are less likely to be sued. The presentation provides tips for improving customer service and reducing wait times. It emphasizes the financial value patients provide to a practice over their lifetime and stresses the importance of patient retention through strong customer service. Finally, it introduces Kareo's role in helping practices improve customer, scheduling, and billing functions.
The document discusses improving customer service in the banking industry in India. It describes current issues with poor customer service like employees lacking empathy and being inefficient. It provides suggestions to revitalize service like notifying customers of commitments to help, engaging customers, and monitoring service quality. Superior customer service in India could be accelerated by ensuring timely and efficient first contact resolution, personalized service, and flexible processes. High costs and lack of training could hinder superior service.
Convergys In Customer Service (Pratik Negi)pratik negi
The document discusses technical customer support provided by Convergys India to customers in countries like the US and Australia. It focuses on the technical support center in Thane, India that handles support for Optus in Australia. Price and place factors were major reasons for choosing India. Lower costs, wages, and infrastructure like VOIP lines between India and Australia make technical support more affordable from India. Cultural factors like the neutral Indian accent and polite problem-solving style are also advantages. While long hours can impact work-life balance, the technical support industry provides important job opportunities in India's growing service economy.
The document discusses strategies for providing great customer service at Subway restaurants. It emphasizes the importance of smiling, acknowledging customers, paying attention to customers, not taking complaints personally, treating customers the way you want to be treated, showing appreciation, knowing customer priorities, understanding performance benchmarks, objectively tracking performance, monitoring manager and staff attitudes, and providing opportunities for customer feedback. Retaining quality employees is also discussed, highlighting the need to offer competitive pay and a fun work environment.
The document provides an overview of training services offered by Topdown Concepts for pharmaceutical businesses. It discusses topics like selling skills, business planning, customer expectations management, and organizational value chain enhancement. It also touches on challenges for pharmacy entrepreneurs like physician access and increased competition. The goal is to provide strategic training to support sales, marketing, and performance management in the pharmaceutical industry.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
This document outlines 7 pillars of customer service excellence: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. Following these pillars requires challenging employees to go above and beyond typical customer service. Case studies show how following the pillars increased sales and customer retention for various organizations. The document promotes customer service training from Sales Progress to help organizations implement the 7 pillars.
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Viveks Ltd is a leading consumer electronics and home appliances retailer in India with 53 stores across Bangalore and Chennai. Founded in 1965, the company operates three retail brands - Viveks, Jainsons, and Premier - and has grown its annual turnover to Rs. 350 crores. Viveks Ltd employs 1000 people and offers a wide range of products from air conditioners to washing machines. The company has received several awards for its store design and merchandising.
A study on level of measuring customer satisfaction in per gratiamTamil azhagan
This document provides a summary of a study on customer satisfaction at Per Gratiam, a food establishment in Chengalpet, India. The study was conducted by S. Tamilazhagan for a Bachelor of Business Administration degree. It involved collecting data through questionnaires from 75 customers of Per Gratiam to measure their level of satisfaction. The data was then analyzed to identify key factors influencing customer satisfaction and provide suggestions to improve satisfaction levels. The study was conducted over a period of 3 weeks in March 2014 under the guidance of Mrs. Serena Suman.A.
The document discusses the importance of customer service for businesses. It notes that customers are essential for business survival and that customer service refers to any actions that enhance the customer experience. Excellent customer service is crucial for creating new customers, retaining existing customers, and generating referrals. Some key aspects of good customer service include listening to customers, addressing their needs, and providing a positive experience at all points of interaction. Customer satisfaction depends on meeting expectations and creating a pleasant overall impression. The document outlines different types of customers, their needs, and steps to providing excellent ongoing customer service.
The document discusses the importance of excellent customer service. It defines customer service as exceeding customer expectations. It emphasizes providing great customer service before, during, and after every customer interaction, even with non-buying customers. The document also outlines the G.R.E.A.T. approach to customer service - Greet, Respect, Evaluate, Adjust, Thank. Additionally, it stresses the importance of understanding customers by knowing the 6 C's - Competition, Communication, Competence, Care, Complaints, Checks and Balances. The document provides an example of excellent customer service versus just providing information.
Principles to increase customer loyaltyKHOURY George
The document outlines 7 principles for increasing customer loyalty: 1) Know yourself, 2) Follow the golden rule, 3) Establish personal relationships, 4) Build a reputation for reliability, 5) Deliver first-class customer service, 6) Handle complaints well, and 7) Implement loyalty programs. Each principle is explained with examples of how to apply it, such as conducting market visits, training employees, personalizing interactions, responding quickly to issues, and piloting loyalty program strategies. The overall message is that focusing on customer experience, service, and relationships at every step can create highly satisfied, repeat customers and business growth.
Principles to increase customer loyaltyKHOURY George
This document outlines 7 principles for increasing customer loyalty: 1) Know Yourself, 2) Follow the Golden Rule, 3) Establish Personal Relationships, 4) Build a Reputation for Reliability, 5) Deliver First-Class Customer Service, 6) Handle Complaint Management Well, and 7) Loyalty Programs. For each principle, strategies are provided such as using customer journey maps to understand the customer experience, treating customers the way you want to be treated, personalizing interactions, establishing trust through reliability and responsiveness, and going above and beyond to meet customer needs. The overall message is that understanding customers, building relationships, and delivering excellent service at every step will increase customer loyalty and satisfaction.
The document discusses strategies for delivering exceptional customer service. It emphasizes that attitude is critical, with a positive attitude leading to higher customer satisfaction and retention. It identifies the three most important customer service moments as: 1) dealing with angry or defensive customers, 2) dealing with customer complaints, and 3) service recovery when things go wrong. The key is to listen attentively, acknowledge customers' perspectives, sincerely apologize and resolve issues to the customer's satisfaction. Maintaining excellent customer service improves profitability by generating repeat business and positive word-of-mouth.
This module provides training for customer service supervisors. It covers defining customer service, communicating with customers, and creating a positive customer experience. The objectives are to define customer service, identify service from the customer's perspective, enhance the customer experience, differentiate good and bad service, and identify how to handle difficult customers. Trainees will learn communication skills, building rapport, active listening, making a good first impression, and proper phone etiquette. They will develop personal action plans to address their customer service center's top issues and create a better customer experience.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
Today, I would like to take you to the basics and share with you a short and clear list of customer service essentials. Most of them are fairly common knowledge, and they won’t take you much effort
to follow, but still they are absolutely critical to ensure you perform your job professionally and serve your customers right.
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Top 5 customer service mistakes - PIPEFY
1. TOP 5 CUSTOMER SERVICE MISTAKES
1
Top 5 Customer Service Mistakes
and how to avoid making them
2. 2
TA B L E O F C O N T E N T S
INTRODUCTION 3
C H A P T E R 1
WHAT IS CUSTOMER SERVICE? 5
C H A P T E R 2
WHAT’S THE SECRET FOR PROVIDING EXCELLENT
CUSTOMER SERVICE? 7
C H A P T E R 3
WHAT MAKES A CUSTOMER SERVICE REPRESENTATIVE GREAT? 13
C H A P T E R 4
THE 5 MOST COMMON CUSTOMER SERVICE MISTAKES
(AND HOW TO AVOID MAKING THEM) 19
CONCLUSION 24
MANAGE YOUR CUSTOMER SERVICE WITH PIPEFY 25
3. 3
INTRODUCTION
I N T R O D U C T I O N
People often make the assumption that customer service refers to all activities
related to providing support and responding to the customers’ questions.
While that assumption is not completely incorrect, customer service goes way
beyond that. If I needed to define customer service in a single sentence, I’d
say it’s about ensuring customer satisfaction throughout his journey.
Customer service influences every single interaction
between a customer and a product or service provider,
from the first contact to building a lasting relationship
after the sale.
In today’s highly competitive market, providing customer service that exceeds
expectations adds a lot of value to a product/service and is seen by many
people as an important competitive advantage (research shows people
are actually willing to pay more to a company that provides great customer
service).
4. 4
Investing in providing excellent customer service is essential for building
lasting relationships with your customers and gaining brand ambassadors.
Some companies, however, due to lack of information or instruction end up
making a few mistakes in their efforts to provide what they believe to be good
customer service, which ends up hurting their image more than helping it.
I’ve decided to write this short ebook to tell you a little more about what customer
service is, why it’s so important and, finally, the 5 most common customer service
mistakes and how you can avoid making them.
INTRODUCTION
5. TOP 5 CUSTOMER SERVICE MISTAKES
5
C H A P T E R 1
W H AT I S C U S T O M E R S E R V I C E ?
The general concept of customer service encompasses everything related to
ensuring your customer is satisfied with your product/service.
Customer service can manifest itself in a wide variety of situations: from
making a sale to handling a support request, through in-person interactions,
on the phone or online chat.
Every interaction matters and providing the customer with what he needs can
make all the difference between satisfied and unhappy customers.
As mentioned above, customer service plays a very important part in
developing and maintaining an ongoing relationship between your company
and its customers.
6. 6
According to numerous research, acquiring a new customer can cost 4 to 10
times more than maintaining the ones you already have. It’s also been proven
than investing in the quality of your customer service almost always implies
higher retention rates.
Keeping an existing customer vs attracting a new one:
A company is a result of the combined efforts of many people. Even though
there are many professionals working “behind the curtains” to provide
a better customer experience, the ones that influevnce the customers’
perceptions the most are those that get actively in touch with them.
That’s the main reason why all companies must invest in high quality customer
service. Customer service makes your customers satisfied and, in return,
creates a steady revenue flow for your company. That’s the very definition of a
win-win situation.
Why would you neglect such an important aspect of your
business, one that can save you thousands of dollars
you’d need to invest in acquiring more customers?
It sounds rather obvious to even have to point this out, but the answer
is simple: if you wish your business to grow and thrive in today’s highly
competitive market, you must invest in making your customers satisfied.
KEEP AN EXISTING CUSTOMER ATTRACT A NEW CUSTOMER
1xkeep
=
4 to10xattract
=
CHAPTER ONE
7. TOP 5 CUSTOMER SERVICE MISTAKES
7
C H A P T E R 2
W H AT ’ S T H E S E C R E T F O R
P R O V I D I N G E X C E L L E N T
C U S TO M E R S E R V I C E ?
Almost every successful company out there has realized at some point how
important it is to provide customer service that not only meets the customer
expectations, but exceeds them.
Every single interaction matters, that’s why it’s essentially important to have a
customer oriented culture in which employees are trained to be courteous,
helpful and sensible during all interactions.
Exceptional customer service is more than just talking
or listening to what the customers have to say. It’s about
paying attention to them and being aware of how they
feel.
8. 8
When a customer is facing a situation (especially if this situation is a problem)
they must receive timely attention.
It shouldn’t make a difference if they’ve sent an email or
contacted you on the phone, tending to these situations
as quickly and effective as possible is critical for a healthy
relationship.
If a customer reaches out with an issue, it’s normal to expect a timely solution.
The same customer representative that made the first contact must be
responsible for following through the entire flow until the situation is resolved
(without endlessly transferring the customer to various representatives before
finding the one that can solve the problem).
Let’s not take things so literally, though. If the situation requires sending
someone to solve the problem in person (as it happens when your cable or
internet isn’t working) or transferring a call regarding a complex problem on
to the technical support team, that’s ok.
Another very smart move is following up with the
customer after every issue is taken care of. Reach out
to the customers a couple of days after his contact to
evaluate whether they were satisfied, if their problem was
solved and to ask if they need anything else from you.
Feedback is one of the most important aspects of customer service. It’s highly
recommended that you survey your customers regularly to find out how
they’re feeling.
Diversify your approach: send them letters, emails, call
them or, if you need deeper insight, set up one-on-one
interviews or focus groups.
CHAPTER TWO
9. TOP 5 CUSTOMER SERVICE MISTAKES
9
Your customer is the person that gives you money for what you sell. Not
only are they responsible for paying your salary, they’re your company’s
most precious asset, that’s why their suggestions must always be taken into
consideration.
Customer service, as almost all other customer-related fields, is not static.
Your product/service and your customers are always changing and evolving.
Regularly evaluating what you offer your customers is another important
customer service aspect.
Companies normally start off small with only a handful of employees and a
few customers. It’s easy to manage your customers and regularly get in touch
with them to evaluate their perception.
As your company (and your customer base) grows,
however, your customer service processes tend to
become gradually more intricate. That’s where you
should tread carefully.
Many companies grow too fast and leave their customer service on the
sideline. What good is it to grow if by doing so you’ll sacrifice the quality of
your customer interactions?
It doesn’t have to be like that, though. By establishing and adopting customer
service policies early on, you can avoid compromising the quality of your
service further down the road.
Having clear policies (especially if they’re documented
in writing) is essential for great customer service.
Determine guidelines that specify what customer service
representatives can (and can’t) do when dealing with
customers.
10. 10
Let’s use Disney’s guest services guidelines as an example:
Having actually worked at Disney myself, back when I
was in college, I can safely say that these simple and
objective guidelines guide each and every interaction
between cast members (that’s what the employees are
called there) and guests.
Disney is an awesome example of a strong and passionate customer service
culture. Each cast member embodies these principles every time they go “on
stage” (any area where there are guests), and it just comes naturally after a
while - you can’t help it, you just smile all the time.
It doesn’t really make a difference whether you’re running a huge company
with thousands of employees or a startup: everyone in your company must
feel passionately about customer service.
Everyone must always feel motivated and stimulated to provide the best
customer service possible.
CHAPTER TWO
1. Make eye contact and smile.
2. Greet and welcome each and every guest.
3. Seek out guest contact.
4. Provide immediate service recovery.
5. Display appropriate body language at all times.
6. Preserve the “magical” guest experience.
7. Thank each and every guest.
11. TOP 5 CUSTOMER SERVICE MISTAKES
11
Let your employees know how important it is to provide exceptional customer
service. Research and gather data so you can present evidence on how
customer satisfaction (a consequence of good service) is directly related to
your company’s success.
According to this customer service indicators article on
Insight Squared more than 80% of the customers affirm
they stopped doing business with a company because
of bad customer service while almost 60% of them are
willing to spend more on companies that provide excellent
customer service.
Establishing a strong customer service culture is more than essential to ensure
customer satisfaction.
Make sure each and every employee in your company knows just how
important customer service is making it so obvious that your customers will
also know it without you even having to say so.
Another important aspect is sharing information. That means more than
just talking to the frontline personnel to let them know if anything changed:
communication is a two-way street.
Talk to your customer service reps and make sure to listen to what they have
to say. They’re in touch with your actual customers on a daily basis, this makes
them the best source of customer insights you could ask for.
Talk to them, listen to their improvement ideas, ask their opinion on service
improvements. They can tell better than anyone else what being in their shoes
feels like and share their point of view.
12. 12
The most important aspect in customer service, more
than any other we’ve mentioned before is people want to
be treated as actual people when they get in touch with
customer service reps.
Make sure they refer to the customers by their name, skip overly formal titles,
be objective and never forget to show how important their situation is.
Let’s move to the next chapter where you’ll find out what are the necessary
skills of a great customer service rep.
CHAPTER TWO
13. TOP 5 CUSTOMER SERVICE MISTAKES
13
C H A P T E R 3
W H AT M A K E S A C U S TO M E R
S E R V I C E R E P R E S E N TAT I V E
G R E AT ?
As mentioned before, customer service representatives are expected to be
polite, accessible and have the necessary knowledge to deal with the most
common situations.
Other than always being available when the customer needs them (as
mentioned on the previous chapter, a timely interaction can make all the
difference) they must also be exceptionally good listeners and committed to
solving the customers’ issues.
14. 14
Half of a customer representative’s job is listening and
actively paying attention to what the customer is saying.
In case of a technical issue, for example, they must figure
out: what the problem is, how it happened, when it
happened, etc.
Speaking well is just as important as listening. Customer representatives must
be able to communicate well and convey their messages clearly, being polite
and courteous at all times. Conflict resolution skills and crisis management are
also extremely useful because more often than not (especially on the phone)
customers may get a little carried away or even downright rude.
It’s up to the customer representative to remain calm and polite at all times
(even when the customer is shouting or cursing your mom).
It falls under the company’s responsibility to provide up-to-date information to
their customer representatives. Keep them on the loop and inform them every
time a new feature is launched or something is modified and could potentially
impact the customers.
Having the most accurate and updated information on both the product and
company policies makes all the difference. What if you called a company’s
support regarding a newly released feature and the reps didn’t even know it
was released? That would be a big problem, wouldn’t it?
Customer service is more than just talking to customers and providing
support, though. It’s about assessing their satisfaction and constantly seeking
feedback.
You’ve probably heard once or twice before that a CS representative must
be a “people’s person”. This is not necessarily wrong but it’s way too vague to
provide any guidance.
CHAPTER THREE
15. TOP 5 CUSTOMER SERVICE MISTAKES
15
A great CS rep is made of a mix of specific characteristics
that may be thoroughly developed with guidance and
training. Let’s learn more about the set of skills that can
make your customer service go from “ok” to “exceeds
expectations”.
Patience. There’s a reason why patience appears at the top of
this list. Dealing with disgruntled, unsatisfied customers can (really)
challenge the CS rep’s patience.
Even though the representative is not responsible for the problem
himself, people are always looking for someone to blame. Since the
person they’re talking to about the problem is the closest, they’re
normally the easiest target.
Don’t confuse patience with slow service, though. Customer service
representatives have to be patient, take their time to listen to what
the customer has to say and provide timely solutions.
Competent service and problem resolution demands time and even
though you may think customers will get frustrated if their issue is
not fixed right away, they’d get even more frustrated if you provided
a quick temporary fix and the problem ended up coming back in no
time.
Attention. First and foremost, what every customer seeking
customer service wants is to feel like he’s being heard and
understood.
Effectively listening and paying attention is very important for
providing great customer service for a variety of reasons, such as:
The more information a customer provides, the more likely you are
16. 16
to find out what the actual problem is and how it can be solved.
If it comes to an issue that needs to be forwarded to a technical
specialist, for example, gathering as much data as possible is
essential for replicating and solving the problem;
Customers that get in touch with customer service are a precious
source of feedback. Customer service reps must always pay a
lot of attention to listen to what the customer is saying while also
interpreting what he isn’t saying. For instance, it’s not very likely that
a customer will say “you need to improve your page’s navigation”
but when he says he can never find a certain menu or button, that’s
exactly what he’s saying.
Communication skills. We’ve already mentioned how important
communication skills are when it comes to customer service. The
representatives must be able to make the customer feel like they
understand the situation and how it can be fixed.
Great customer service is somewhere between a scripted dialogue
and a relaxed conversation. Customers want to feel like they’re
talking to a human being (instead of a scripted machine) but they
don’t need to know how your day is.
Pay close attention to communication habits and choice of words. It’s
always better to be safe than sorry.
Miscommunication happens! Sometimes you say something and
the customer understands something else. Try avoiding that by
providing clear, objective answers with carefully chosen words and
asking the customer if he has understood you clearly.
CHAPTER THREE
17. TOP 5 CUSTOMER SERVICE MISTAKES
17
Empathy. Believe it or not, one of the things that makes customer
service great is empathy or the ability of putting yourself in the
customer’s shoes and seeing things from his perspective.
This isn’t always easy, though. A customer service representative is
expected to know quite a lot about the product or at least more than
your average customer.
Teaching customer service reps to put themselves in their customer’s
shoes is not always easy but it’s a must to have great customer
service.
Instruct CS reps to see things from another perspective by asking
them questions like “how would you feel if this was happening to
you?”.
Information (product knowledge). You may think this one goes
without saying. It doesn’t. The best customer service reps know how
to use the product, they’ve experimented with it themselves and
instead of only knowing things in theory, they know how it works.
I’m not saying that each and every CS rep must know all the
technical details of the product. That’d be a lot to ask. What they
need is to know the basics of how the product works so they can
actually understand how a customer uses it.
Another important aspect is making sure that CS reps are always
aware of new features or any other necessary modifications that may
result in an increased amount of contacts.
If the software development team changes a feature and this change
can impact any number of customers and possibly cause complaints,
they must inform the customer service team so that they’re prepared
to respond appropriately.
18. 18
Stress/conflict management. Customer service representatives
are often the target of the customers’ complaints (even though
they’re not the ones to blame for the situation).
Disgruntled customers often use altered tones of voice: they scream,
they swear, they tell you you’re the source of all their troubles. That’s
ok, a problem happened and they decided to blame it on you. It’s
not personal, that’s just their way of dealing with it.
Great customer service reps know how to keep their cool under
any given amount of pressure so they can thoroughly analyze the
situation.
Focus on identifying the issue and making the customer feel like
you’re actively listening and paying attention.
CHAPTER THREE
19. TOP 5 CUSTOMER SERVICE MISTAKES
19
C H A P T E R 4
T H E 5 M O S T C O M M O N
C U S TO M E R S E R V I C E M I S TA K E S
( A N D H O W TO AV O I D M A K I N G
T H E M )
Great businesses know how important customer service
is for their company’s success.
We’ve already mentioned the secrets for providing customer service that
exceeds expectations as well as what makes CS representatives great.
Now we’ll go through some of the most commonly seen customer service
mistakes and what you need to do to avoid making them.
20. 20
1. UNTRAINED STAFF:
Customer service is an art. Having great customer service
representatives that provide exceptional service is what
most companies want (or at least that’s what they should
want).
Of all the skills that make CS reps great we’ve mentioned, none of them is
something people are necessarily born with. They can all be learned, trained
and improved.
Customer service representatives must have all the information they may
need, as well as the autonomy for making quick changes without having to
pass the customer on to 3 other people before the situation can be solved.
They must be polite and patient at all times and always make sure they use
appropriate language.
Most of the times it’s not about what you say, it’s about how you say it. CS reps
should always use appropriate language with carefully chosen words with the
right intonation.
That may be a bit harder when it comes to digital channels (such as in-app
chats) but their manners should always come off as friendly, helpful and in
sync with the brand’s tone of voice and policies.
2. NOT LISTENING:
I couldn’t possibly stress how important it is to actively listen to your
customers (but I’ll try anyway, even though it sounds really obvious).
Customers need to feel like you’re actually listening to
what they’re saying instead of making condescending
assumptions and interrupting them.
CHAPTER FOUR
21. TOP 5 CUSTOMER SERVICE MISTAKES
21
CS reps must know how to listen and understand what the customer is saying.
Each person that calls/creates a chat has a unique problem. Ignoring the
specific information they provide and giving them generic answers is a sure
way to irritate them.
Instead of giving a standard scripted answer or pointing them to your
website’s FAQ, listen to what they have to say so you can provide the specific
answers they need.
I know it sounds way too obvious to even have to say it but this is one of the
most common complaints about customer service.
3. NOT CARING:
The quality of your customer service is directly related to how you make your
customer feel. Does it sound too complex? Well, that’s because it is.
We can’t exactly pinpoint the specific signals you need
to monitor to figure out how a customer feels but one
thing is sure: customers judge their experience with your
company based on how their interactions with you made
them feel.
It’s not all about delivering a product/service, it’s about paying attention to
all the little details. If you have a clothing store, for example. The customer
wanted to buy a plain white t-shirt and you provided it. So far, so good.
However, the sales attendant wasn’t polite, your store was a mess and it took
about 10 minutes searching in the stock room to find the right size.
Even though you’ve provided the customer what he wanted, the overall
experience wasn’t good and the customer left your store with a feeling that
you didn’t value him enough.
22. 22
What do you think are the odds of this customer coming back to your store?
Not very likely, right?
Solving this problem is a lot easier than understanding it. You must establish
a strong customer service culture all through your company to make sure
that each and every employee knows the impact their actions have in the
customer’s satisfaction and, consequently, your company’s results.
Every little detail and interaction must be as flawless as your core product
is. That’s the best way to acquire loyal customers. Always remember that
acquiring new customers cost a lot more than maintaining the ones you
already have.
4. NOT SAYING YOU’RE SORRY:
Customers normally reach out to a company’s customer service because
something went wrong or they’re not satisfied.
Saying you’re sorry for it is not a bad thing. It shows
empathy, demonstrates that you care and that you
recognize the importance of the customer’s feedback.
Refusing to say you’re sorry (or saying it in a condescending a way the
customer can easily identify you don’t mean it) can make the customer even
angrier.
Another thing you must avoid at all costs is trying to convince a customer that
you’re right (therefore saying that he’s wrong).
Even when a customer requests something unreasonable or is complaining
about a problem that doesn’t exist, always remember: the customer is always
right (even and especially when he isn’t).
Train and prepare your staff so they know how to handle these situations and
present all the existing possibilities to the customer (without ever saying he’s
wrong, of course).
CHAPTER FOUR
23. TOP 5 CUSTOMER SERVICE MISTAKES
23
5. NOT FOLLOWING UP:
The customer called, you answered his questions, solved his problem...your
work is over, right? Wrong!
Great customer service is proactive as well as reactive. It
reaches out to the customer to follow up and ensure that
the previous issue was completely resolved.
More than that, it gives you the opportunity of showing the customer how
much you care about his well-being and replace his last negative experience
(when he reached out because of a problem) with a positive one (when you
reached out just to make sure everything was okay).
Many psychology research studies over the years have proven than the
human brain has a natural tendency to remember the first and last items of
a sequence of elements presented to them (primacy and recency effect).
According to the definition of recency effect:
This is the principle that the most recently presented
items or experiences will most likely be remembered
best. If you hear a long list of words, it is more likely that
you will remember the words you heard last (at the end
of the list) than words that occurred in the middle.”
This is the main reason why it’s so important to replace a negative experience
with a positive one, and that’s why you should follow up!
It’s very likely that you won’t have the time or the resources to follow up on
every contact so take your time to analyze each case and determine which
ones would be the best candidates for following up.
If your helpdesk uses a system to support your customer service operations,
such as Pipefy, you could easily use color coded labels to identify customers
you should follow up on and set alerts to remember when you should follow
up on them.
24. 24
C O N C L U S I O N
Now that you know how important customer service is for the success of your
business you’re able to evaluate your company’s current customer services
policies and propose improvements.
If you still have any questions about what great customer service looks like, go
back to chapters 2 and 3 and evaluate whether your customer service policies
and representatives reflect the principles we’ve shared.
Customer service is all about people talking to other people about solving a
problem. It doesn’t matter whether they’re doing it via email, chat or on the
phone, never forget that all your customers really want is to feel they’re being
heard and understood.
If you keep that in mind and keep everyone in your company on the same
mindset I’m sure you’ll have no trouble providing exceptional customer
service and exceeding your customers’ expectations.
CONCLUSION
25. TOP 5 CUSTOMER SERVICE MISTAKES
25
M A N A G E Y O U R C U S TO M E R S E R V I C E
W I T H P I P E F Y
Pipefy makes it a lot easier to keep track of
your customer service operations. With pre-
designed customer helpdesk and contact
inbox templates you can easily centralize
and manage all your customer messages in
an intuitive platform.
Pipefy’s exclusive features allow you to
create tickets via email (email inbox) or
a public form you can embed on your
company’s website.
Classify support requests according to their
urgency using color coded and setup alerts
to make sure requests are always responded
on time and remember to follow up.
You can also set up automated emails
(email templates) to let the customers know
you’ve received their message and will get
back to them shortly.
Stop trying to keep track of endless email
threads and complicated spreadsheets
that compromise the quality of your work.
With Pipefy it all becomes a lot easier, more
practical and efficient.
What are you waiting for?
Try Pipefy!
start for free!