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Delivering Customer Service Excellence
Through Online Channels
Presented by:
Linda Hazzan
Mabel Ho
The Evolution of Social
Becoming “traditional” channels for
communications and customer service
Personal/community interac...
Part of a broad multi-channel engagement
and service strategy
on Social
Promotion & outreach
Information & service deliver...
instagram.com/torontolibrary
torontolibrary.tumblr.com
Connect with Us
on Social
29,200
26,100
1,873 787,383 video views
11,400
on Social
Fast & easy content
sharing
Instant customer
feedback
Learn about our
audiences
Relationship-building
Increase brand
aware...
Customer service standards
Provide free and equitable access to high
quality customer-driven services
in-branch telephone ...
 Courteous, competent, and timely service
 Response time for telephone, letter mail,
and email is within 2 business days...
7 million +
Information Requests in 2014
Channel Information Requests
In person 6,243,593 (88%)
Telephone 808,258 (11%)
On...
The Evolution of
Customer Service on
Social Media at TPL
Initial concerns
• Voice and brand
• Public airing and resolution of complaints
• Risk management
• Filtering and escalati...
Staff training key
• Types of questions and comments
• Monitoring and Responding
• Risk Management
• Emergency Communicati...
Common questions & comments
Common questions & comments
Common questions & comments
Common questions & comments
Monitoring & responding
Designated staff and processes in place to
manage channels
Training staff prior to use of channels
Enforcing the Library’s...
Online and social media key to prompt
communications of service interruptions
Designated staff, protocol, and guidelines t...
Customer Satisfaction
Customer Satisfaction
Customer Satisfaction
Thank You
Linda Hazzan
lhazzan@torontopubliclibrary.ca
Twitter: @lhazzan
Mabel Ho
mabelho@torontopubliclibrary.ca
Twitter:...
Case Study
I school   customer service online - 17-07-15
I school   customer service online - 17-07-15
I school   customer service online - 17-07-15
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I school customer service online - 17-07-15

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I school customer service online - 17-07-15

  1. 1. Delivering Customer Service Excellence Through Online Channels Presented by: Linda Hazzan Mabel Ho
  2. 2. The Evolution of Social Becoming “traditional” channels for communications and customer service Personal/community interactions and self-publishing Businesses: to engage, promote, establish relationships
  3. 3. Part of a broad multi-channel engagement and service strategy on Social Promotion & outreach Information & service delivery Customer service Media and public relations Accessibility
  4. 4. instagram.com/torontolibrary torontolibrary.tumblr.com Connect with Us on Social
  5. 5. 29,200 26,100 1,873 787,383 video views 11,400 on Social
  6. 6. Fast & easy content sharing Instant customer feedback Learn about our audiences Relationship-building Increase brand awareness Find new customers and expand audience Benefits of Social
  7. 7. Customer service standards Provide free and equitable access to high quality customer-driven services in-branch telephone email live chat social media letter mail
  8. 8.  Courteous, competent, and timely service  Response time for telephone, letter mail, and email is within 2 business days  No official standards for social media support, but …
  9. 9. 7 million + Information Requests in 2014 Channel Information Requests In person 6,243,593 (88%) Telephone 808,258 (11%) Online (+ social media) 40,786 (1%)
  10. 10. The Evolution of Customer Service on Social Media at TPL
  11. 11. Initial concerns • Voice and brand • Public airing and resolution of complaints • Risk management • Filtering and escalation of questions
  12. 12. Staff training key • Types of questions and comments • Monitoring and Responding • Risk Management • Emergency Communications Protocols
  13. 13. Common questions & comments
  14. 14. Common questions & comments
  15. 15. Common questions & comments
  16. 16. Common questions & comments
  17. 17. Monitoring & responding
  18. 18. Designated staff and processes in place to manage channels Training staff prior to use of channels Enforcing the Library’s Terms of Use Managing risk
  19. 19. Online and social media key to prompt communications of service interruptions Designated staff, protocol, and guidelines to manage communications Emergency & exception communications
  20. 20. Customer Satisfaction
  21. 21. Customer Satisfaction
  22. 22. Customer Satisfaction
  23. 23. Thank You Linda Hazzan lhazzan@torontopubliclibrary.ca Twitter: @lhazzan Mabel Ho mabelho@torontopubliclibrary.ca Twitter: @mabel_ho
  24. 24. Case Study

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