10 Insights to Deliver Amazing Customer Service
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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
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10 Insights to Deliver Amazing Customer Service
- 1. (And TipsYou Can Use Today) Insights to Deliver Amazing Customer Service10
- 2. Greg Meyer Manager of Customer WOW at Desk.com www.linkedin.com/in/gregmeyer @grmeyer
- 4. 48% of customers say that poor customer service is the biggest deterrent to brand loyalty http://www.parature.com/survey-customer-loyalty/ Click to tweet the fact!
- 5. What can you do to increase loyalty?
- 6. ü Answer their question and ask for one more What can you do to increase loyalty?
- 7. ü Answer their question and ask for one more What can you do to increase loyalty? ü Find a great way to solve a customer service problem in their business and share it with them
- 8. ü Answer their question and ask for one more What can you do to increase loyalty? ü Find a great way to solve a customer service problem in their business and share it with them ü Commit RANDOM ACTS OF CUSTOMER WOW
- 9. 2. You Should Use Social Customer Service to Grow Your Business
- 10. Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers. http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
- 11. What can you do to grow your business?
- 12. What can you do to grow your business? ü Answer the question on Twitter.
- 13. What can you do to grow your business? ü Answer the question on Twitter. No, really. Answer the question.
- 14. What can you do to grow your business? ü Answer the question on Twitter. The faster, the better. No, really. Answer the question.
- 15. And include a link where they can learn more information
- 16. 3. Help Your Customers By Giving them a Headstart
- 17. Customers who are informed that they are 20% of the way to their goal are 78% more likely to convert. https://msbfile03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Effect-1.pdf
- 18. What can you do to give your customer a headstart?
- 19. What can you do to give your customer a headstart? ü Get them going by starting the product setup
- 20. What can you do to give your customer a headstart? ü Get them going by starting the product setup ü Ask the customer what they would do next
- 21. What can you do to give your customer a headstart? ü Get them going by starting the product setup ü Ask the customer what they would do next – then start setting that up too
- 23. 4. Say Thank You, and solve the problem
- 24. 81% of consumers are more likely to give a company repeated business after good service http://blog.kissmetrics.com/happy-campers/
- 25. What can you do to make the customer feel welcome??
- 26. What can you do to make the customer feel welcome? ü Get them going by starting the product setup
- 27. What can you do to make the customer feel welcome? ü Get them going by starting the product setup ü Read from the top down to understand their question
- 28. What can you do to make the customer feel welcome? ü Get them going by starting the product setup ü Read from the top down to understand their question ü Ask clarifying questions and suggestions
- 29. What can you do to make the customer feel welcome? ü Own “making it right” ü Get them going by starting the product setup ü Read from the top down to understand their question ü Ask clarifying questions and suggestions
- 30. 5. Customers want really fast service
- 31. 71% of chat customers expect assistance within five minutes. http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
- 32. What can you do to make your service feel faster?
- 33. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward)
- 34. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward) ü Offer to set up a follow up if you can’t talk right now and make it on their timeline
- 35. What can you do to make your service feel faster? ü Provide an automatic response that lets them know you’re listening. (but only if you actually answer shortly afterward) ü Offer to set up a follow up if you can’t talk right now and make it on their timeline ü Send out information for them to review before you call out
- 36. Desk.com Screenshot of Business Rules Set some automatic rules to know when you’re not answering quickly
- 37. 6. Customers will leave your company if you have crappy service
- 38. 64% of customers have made future purchases from a company’s competitors after experiencing poor customer service. http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
- 39. What can you do to deliver better service??
- 40. What can you do to deliver better service? ü Acknowledge the issue
- 41. ü Acknowledge the issue ü Apologize if necessary What can you do to deliver better service?
- 42. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution What can you do to deliver better service?
- 43. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution ü Gain approval What can you do to deliver better service?
- 44. ü Acknowledge the issue ü Apologize if necessary ü Suggest a solution ü Gain approval ü FOLLOW UP What can you do to deliver better service?
- 45. 7. Your ego might be causing customer churn
- 46. Customer churn is caused by customer feelings of poor treatment 68% of the time. http://www.desk.com/customer-service/training-tips
- 47. What can you do to stop churn?
- 48. ü Admit you don’t know What can you do to stop churn?
- 49. ü Admit you don’t know ü Commit to information you can find out What can you do to stop churn?
- 50. ü Admit you don’t know ü Commit to information you can find out ü Follow up and recap What can you do to stop churn?
- 51. ü Admit you don’t know ü Commit to information you can find out ü Follow up and recap ü DON’T OVER PROMISE! What can you do to stop churn?
- 52. 8. Deliver a shareable WOW experience
- 53. People tell an average 9 people about a good experience, and 16 about a bad one. http://about.americanexpress.com/news/pr/2011/csbar.aspx
- 54. What can you do to deliver WOW?
- 55. ü Go above and beyond to solve the problem What can you do to deliver WOW?
- 56. ü Go above and beyond to solve the problem ü Make it easy for the customer to share What can you do to deliver WOW?
- 57. ü Go above and beyond to solve the problem ü Make it easy for the customer to share ü Ask the next question What can you do to deliver WOW?
- 58. 9. If you solve it twice, solve it for everyone
- 59. 91% of customers say they would use an online knowledgebase if it were available and tailored to their needs. http://www.parature.com/survey-customers-prefer-online-self-service-good/
- 60. What can you do to have better knowledge options?
- 61. ü Write in a Question/Answer format based on questions the customer will ask What can you do to have better knowledge options?
- 62. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon What can you do to have better knowledge options?
- 63. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon ü Yes, avoid fancy words and abbreviations What can you do to have better knowledge options?
- 64. ü Write in a Question/Answer format based on questions the customer will ask ü Avoid jargon ü Yes, avoid fancy words and abbreviations ü Edit or rewrite the top 10 and the bottom 10 articles every quarter What can you do to have better knowledge options?
- 65. Make the finished product something you want every customer to read
- 66. 10. Listen to your front-line employees
- 67. Amazon had the best customer satisfaction (91.7%) and achieved the strongest sales growth (20%). http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
- 68. What can you do to empower your front-line Agents?
- 69. ü Give them a“lifeline”– a way to talk to others and to escalate support What can you do to have better knowledge options?
- 70. ü Give them a“lifeline”– a way to talk to others and to escalate support ü Ask them what they think makes it better for the customer What can you do to have better knowledge options?
- 71. ü Give them a“lifeline”– a way to talk to others and to escalate support ü Ask them what they think makes it better for the customer ü Ask them how to measure that improvement What can you do to have better knowledge options?
- 72. ü DO IT!
- 73. ü DO IT! ü Then, talk about how to improve
- 75. Treat your internal employees as you would
- 76. Treat your internal employees as you would your customers
- 77. LIST. ALL.THE. INSIGHTS. 1. Poor Customer Service Kills Repeat Business 2. Use Social Selling to Grow Your Business 3. Give the Customer a Head Start 4. Say Thank You, and Solve the Problem 5. Customers Want Really Fast Service 6. Customers Will Go to Another Company with Great Service if You Don’t Offer Great Service 7. Protecting your Ego Might Cause Churn 8. Deliver a Shareable WOW Experience 9. Share the Solution to the Problem Broadly 10. Partner with Front-Line Employees to Solve Problems
- 78. Thank you! Learn more at @grmeyer Or http://desk.com/blog