creating excellent customer service orgs
DESCRIPTION
Examples of Good and Bad customer service and what you can learn from them to create excellent customer service experiences and shore up your customer service org.TRANSCRIPT
Bad Service:
Hate It, Spread ItHow to increase customer
satisfaction, with fewer reps, more analytics, more press and less money.
Robyn Tippins
Co-founder, Mariposa Interactive
Author, Community 101Community Manager since 1996
Your call is very important to us...
Why Customers say goodbye to you
Die
Move away
Seek alternatives
Leave for competitor
Product dissatisfaction
Due to treatment
0% 5% 10% 15% 20% 25% 30%
We have a lock
on your options,
so we can treat
you how we
like...
#blackberry
We are
completely
disconnected
from what you
are saying about
us right now
#pinkslime
We refuse to
accept that our
customers care
about what they
eat
#cairoFrom the larger Arab Spring movement
We will exploit
human suffering
to sell pants
God dress America
More gems from @KennethCole
1
2
3
Hurricanes aren’t ending. And bird flue is now coming. BUT WEAR?
The ports are secure. But there are other things DUBAI.
Following 9/11 in US
Following Katrina in US
Following 2006 Port Scandal in Dubai
the
customer response
Chapsticks’ Facebook Mishap
Address
comments, don’t
delete them, and
pretend
everything is ok.
2014SuperBowl power failure
2014Buffet bracket challenge
andthe risk
9/11 10th Anniversary
Oops
...but they nail the return
Cartoon from ThisIsIndexed
Scale is possible
Helping Non-Tech Savvy User
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU [email protected]
Actual Customer Service Email
Robyn Tippins | [email protected] | @Duzins on Twitter
helping the non-savvy user
ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU [email protected]
Actual Customer Service Email
OK, how about this motto: ‘If you are unhappy for any reason, we will feel really bad.’
Our vision is to be earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.
Positive Assumptions
• No Questions Asked Return Policy – Anytime
• Customer Almost Always Right
• Fast Response
Documentation
• Create an Online Documentation Center
• Place helps in strategic places
Empower Your Reps
• Tell them to take the blame• Encourage creativity• Take away the clock• Encourage power listening• Have them envision the
person on the other side• Encourage real language• Emphasize follow through• Remind them to keep their
cool
Weekly Check-Ups
• Call you customer support help-line
• Send an email through your Help link
• Leave a comment on customer support forums
• Tweet your company
Gift the Extra Mile
• Amaze Me reports• Require follow
through on escalations
• Note patterns and escalate
Guard Your Territory
• Customer-facing Convos Belong to Customer Service
• Fight for a Voice• Fight for Your Reps
Love Your Reps
• Don’t Allow Customer Abuse
• Create a Career Path Out
• Reward Outside of Customer Care
2013 Customer Rankings• WorstWinn DixieSuperValuGapBestBuySafewayMacy’s WalgreensCVSRite AidWalmart
• Best• USAA• A credit union• Charles Schwab• Ace Hardware• Chick –fil-A• Dollar Tree• Costco• Trader Joe’s• HyVee• Sonic Drive-In
