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T H I N K

BIGGER
ABOUT CUSTOMER SERVICE


   By Mu’min Santoso l @msantoz
CUSTOMER SERVICE SHOULDN’T JUST BE
A DEPARTMENT, IT SHOULD BE THE
ENTIRE COMPANY
Tony Hsieh, CEO of Zappos
Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
THEY –
WE ALL –
ARE
GETTING
“SMARTER”
Time Magazine, Dec 2006
(c) 2011 Mcorp Consulting. Michael
Hinshaw and Bruce Kasanoff
Think bigger about Customer Service
SO?
CUSTOMER SERVICE  CUSTOMER CARE  CUSTOMER EXPERIENCE
Social Media Helps
small companies look
bigger and big
companies get
smaller
Think bigger about Customer Service
Think bigger about Customer Service
Get everyone on the same page
Customer Experience is the whole company’s responsibility
BE PREPARED
Fix your ‘broken
windows’ before
engaging online
Avoid The Basic Mistakes
PROACTIVE LISTENING
Think bigger about Customer Service
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
Think bigger about Customer Service
Think bigger about Customer Service
DON’T RELY ON SINGLE CHANNEL
Remember This…


          Social Media Helps
          small companies look
          bigger and big
          companies get
          smaller
Think bigger about Customer Service
Think bigger about Customer Service
Think bigger about Customer Service
How to handle negative sentiments
 Identify the type of
     feedback


   Straight Problems          Respond             Fix it          Follow Up



                                                 Thank to
                           Respond with
 Constructive Criticism   positive message
                                              custommer for
                                             their suggestion

                                                                Assure that we
                                                 Thank to
                                                                 take steps to
    Merited Attack        Respond Promptly   commenter about
                                                                  correct the
                                               the feedback
                                                                   problem


    Trolling/Spam              Ignore            Remove
High
                           Expectations




                 Spot                      Aim for
             DISAPOINTED                  DEVOTED



   Poor                                                    Great
Experience                                               Experience


                 Avoid                      Go for
             DISSAFECTED                  DELIGHTED




                               Low                       Creating Devoted Customer
                           Expectations               by Andy Hanselman Consulting
The number one rule when responding to all criticism, even the
             negative types; is to stay positive.
Take it like a market leader, and let them know we’re listening




                                Positive Outcome:




                                             Customers won’t take the
                      We do not delete                                   Strengthen Image as
Customer knows we                              message elsewhere
                    negative comments to                                Market leader by taking
 LISTEN and CARE                             which makes us easier to
                    build Customers’ Trust                                 criticism head on
                                                    monitor
http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics
IT’S NOT EASY
NEED A COMMITMENT
BUT CAN BE DONE
“WHATEVER YOU ARE, BE A GOOD ONE”
            -Abraham Lincoln-
THANK YOU


Mu’min Santoso
COO of Semut Api Colony & Klix Digital
   @msantoz

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Think bigger about Customer Service

Notas do Editor

  1. CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos
  2. They- we all – are getting “smarter’
  3. Social Media Helps small companies look bigger and big companies get smaller
  4. Implement a successful governance model.Streamline adoption with training and support.Develop and follow a consistent plan for social media.Establish a culture of data-driven decision making and accountability
  5. SETTLED THE SOP, CHANGE THE COMPANY CULTURES, Ensure the previous feedback followed up and fixedFaktamenunjukkanbahwaangkakriminalitasmeningkatketikabanyakjendela yang rusakdantidakdiperbaiki
  6. Samples of Basic Mistakes:Incorect Problem DiagnosisIncomplete or contradictory answersHaving Repeat information Number of Transfers to ‘Experts’Agent Attitude
  7. Monitor What Customers Are Saying about Your BrandsHelp Companies search the millions of tweets to find relevant conversationCapture the conversation by creating new ticket that tracks the original ‘tweet’ & enables easy responseEasily funnel relevant solutions from knowledgebase into a tweetCreate reports to analyze how many ticket are being generated from ‘tweets’
  8. Social Media Helps small companies look bigger and big companies get smaller
  9. Harusadasebuahlangkahsimultan yang dilakukanoleh CS denganmencaritahukekecewaanpelangganuntukmenghindariketidakpuasan yang menimbullkanantipatipelanggan.Kuncinyaadalah; TAKING ACTION, not MAKING NOTES sehinggaakanmenyenangkanpelanggandanterus aim untukdicintaipelanggan.
  10. Take it like a market leader, and then let them know we’re listeningChoosing to react in this way has multiple positive outcomes:The customers know we’re listening to them, and know that we care about themThe customers see that we aren’t deleting negative comments, and thus come to trust us, and our marketing message more. After all, we are showing that we are a transparent company.Customers won’t take the message elsewhere, because there’s no need to. This way, we can monitor the conversation and easily respond.we will be acting as a market leader by taking criticism head on. After all, we don’t need to hide from negative feedback because we’re a leader!