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.
4. Why Customers say
goodbye to you
0% 5% 10% 15% 20% 25% 30%
Die
Move away
Seek alternatives
Leave for competitor
Product dissatisfaction
Due to treatment
25. 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@DOMAIN.NET
Actual Customer Service Email
Robyn Tippins | RobynTippins@gmail.com | @Duzins on Twitter
26. 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@DOMAIN.NET
Actual Customer Service Email
27. OK, how about this motto: ‘If you are unhappy for
any reason, we will feel really bad.’
28. 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.
29.
30.
31. Positive Assumptions
• No Questions Asked
Return Policy –
Anytime
• Customer Almost
Always Right
• Fast Response
33. 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
34. 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
35. Gift the Extra Mile
• Amaze Me reports
• Require follow
through on
escalations
• Note patterns and
escalate
36. Guard Your Territory
• Customer-facing
Convos Belong to
Customer Service
• Fight for a Voice
• Fight for Your Reps
37. Love Your Reps
• Don’t Allow Customer
Abuse
• Create a Career Path
Out
• Reward Outside of
Customer Care
38. 2013 Customer Rankings
• Worst
Winn Dixie
SuperValu
Gap
BestBuy
Safeway
Macy’s
Walgreens
CVS
Rite Aid
Walmart
• Best
• USAA
• A credit union
• Charles Schwab
• Ace Hardware
• Chick –fil-A
• Dollar Tree
• Costco
• Trader Joe’s
• HyVee
• Sonic Drive-In