(And TipsYou Can Use Today)
Insights to Deliver Amazing Customer Service10

Greg Meyer Manager of Customer
WOW at Desk.com www.linkedin.com/in/gregmeyer @grmeyer

1. Poor Customer Service Kills
Repeated Business

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!

What can you do to
increase loyalty?

ü Answer their question and
ask for one more What can you do to increase loyalty?

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 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

2. You Should Use Social
Customer Service to Grow Your Business

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

What can you do to
grow your business?

What can you do to
grow your business? ü Answer the question on Twitter.

What can you do to
grow your business? ü Answer the question on Twitter. No, really. Answer the question.

What can you do to
grow your business? ü Answer the question on Twitter. The faster, the better. No, really. Answer the question.

And include a link where
they can learn more information

3. Help Your Customers By
Giving them a Headstart

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

What can you do to
give your customer a headstart?

What can you do to
give your customer a headstart? ü Get them going by starting the product setup

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

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

Finally, give
them the
keys

4. Say Thank You, and
solve the problem

81% of consumers are more
likely to give a company repeated business after good service http://blog.kissmetrics.com/happy-campers/

What can you do to
make the customer feel welcome??

What can you do to
make the customer feel welcome? ü Get them going by starting the product setup

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

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

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

5. Customers want really fast
service

71% of chat customers expect
assistance within five minutes. http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics

What can you do to
make your service feel faster?

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)

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

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

Desk.com Screenshot of Business Rules
Set some automatic rules to know when you’re not answering quickly

6. Customers will leave your
company if you have crappy service

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

What can you do to
deliver better service??

What can you do to
deliver better service? ü Acknowledge the issue

ü Acknowledge the issue ü Apologize if
necessary What can you do to deliver better service?

ü Acknowledge the issue ü Apologize if
necessary ü Suggest a solution What can you do to deliver better service?

ü Acknowledge the issue ü Apologize if
necessary ü Suggest a solution ü Gain approval What can you do to deliver better service?

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?

7. Your ego might be
causing customer churn

Customer churn is caused by
customer feelings of poor treatment 68% of the time. http://www.desk.com/customer-service/training-tips

What can you do to
stop churn?

ü Admit you don’t know What
can you do to stop churn?

ü Admit you don’t know ü Commit
to information you can find out What can you do to stop churn?

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?

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?

8. Deliver a shareable WOW
experience

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

What can you do to
deliver WOW?

ü Go above and beyond to
solve the problem What can you do to deliver WOW?

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?

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?

9. If you solve it
twice, solve it for everyone

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/

What can you do to
have better knowledge options?

ü Write in a Question/Answer format
based on questions the customer will ask What can you do to have better knowledge options?

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?

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?

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?

Make the finished product something
you want every customer to read

10. Listen to your front-line
employees

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

What can you do to
empower your front-line Agents?

ü Give them a“lifeline”– a way
to talk to others and to escalate support What can you do to have better knowledge options?

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?

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?

ü DO IT!

ü DO IT! ü Then, talk about
how to improve

BONUS
GOLDEN RULE
SLIDE

Treat your internal employees as
you would

Treat your internal employees as
you would your customers

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

Thank you! Learn more at
@grmeyer Or http://desk.com/blog