My presentation arguing that great customer support is about making your customers FEEL great about your product or service, or just working with you, and some practical tips.

1. G R E AT
CUSTOMER
SUPPORT

2. PA U L C A M P B E L L

3. T W I T T E R . C O M / PA U L C A

4. WTF?

8. W H AT I S C U S T O M E R S U P P O R T ?

10. W H Y D O E S I T M AT T E R ?

11. SERVICE IS
G R E AT E R
THAN PRODUCT

12. HAPPY CUSTOMERS
G R E AT E R
THAN ANY MARKETING

14. ANYONE FOR A BEER?

15. W H AT I S C U S T O M E R S U P P O R T ?

16. E V E RY T H I N G

17. (EXCEPT YOUR PRODUCT/SERVICE)

18. EMOTIONS ARE
G R E AT E R
THAN IMPRESSIONS

19. PRODUCT
MEASURED BY
NUMBERS

20. SUPPORT
MEASURED BY
FEELINGS

22. SUCKY SUPPORT

24. G R E AT S U P P O R T

26. WHERE DOES IT BEGIN?
WHERE DOES IT END?

27. S TA R T END

28. L E AV E Y O U R C U S T O M E R I N N O
D O U B T T H AT T H E Y C H O S E Y O U

30. IN PRACTICE

31. LOTS OF LITTLE THINGS

32. S E T T I N G E X P E C TAT I O N S

33. M E E T I N G E X P E C TAT I O N S

34. CONSISTENCY

35. BEING RELENTLESS

36. Y O U C A N ' T H AV E A B A D D AY

37. MANNERS

38. PLEASE

39. THANK YOU

40. MY (SIMPLE) RULES
(WIP)

41. THANK ANYONE WHO MAILS

42. R E S P O N S E R AT E
GOOD -24 HOURS
OK - A WEEK
MEH - A MONTH

43. NOTHING IS WORSE
THAN SILENCE

44. BAD SERVICE?
APOLOGISE

45. DON’T KNOW?
ADMIT IT
(THEN FIND OUT)

46. DON’T OFFER IT?
S AY S O

47. OFFER AN
A LT E R N AT I V E

48. NOT SURE?
ASK

49. H AV E C O N V E R S AT I O N S

50. DON’T BE
A F R A I D T O S AY
NO

51. L E AV E Y O U R C U S T O M E R I N N O
D O U B T T H AT T H E Y C H O S E Y O U

52. GOOD SUPPORT
IS
N E C E S S A RY F O R
GOOD BUSINESS

53. GOOD SUPPORT
IS
N E C E S S A RY F O R
GOOD BUSINESS

54. QUESTIONS?

55. T H A N K Y O U V E RY M U C H