10 Insights to Deliver Amazing Customer Service

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(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

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 cu...

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

ü  Find a great way to solve a cu...

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
customer...

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
q...

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...

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 wha...

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

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-...

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 do...

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

What can you do to make the
customer feel welcome?
ü Own “making it right”
ü Get them going by starting the product setu...

5. Customers want
really fast service

71% of chat customers
expect assistance
within ﬁve minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new-need-k...

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. (...

What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (...

What can you do to make
your service feel faster?
ü Provide an automatic response that lets them know
you’re listening. (...

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://...

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
bette...

ü Acknowledge the issue
ü Apologize if necessary
ü Suggest a solution
ü Gain approval
ü FOLLOW UP
What can you do to ...

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/trai...

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 y...

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/...

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 yo...

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.p...

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 opt...

ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
What can you do to have
bett...

ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words an...

ü Write in a Question/Answer format based on
questions the customer will ask
ü Avoid jargon
ü Yes, avoid fancy words an...

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.instituteofcus...

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
...

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
...

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.  ...

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

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