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

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

3. 1. Poor
Customer
Service Kills
Repeated
Business

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

22. Finally, give
them the
keys

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

74. BONUS
GOLDEN RULE
SLIDE

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