www.emilyyellin.com

Pablo

Design

Follow Through

Values

Emily Yellin -- Journalist, Author – Your Call Is (Not That) Important to Us

The Little Things Are the Biggest Thing:

Inspiration and Innovation in Customer Contact

Key Take-Aways:

•Customer service is a series of moments that add up to an overall experience. In

the details of each of those moments, you win and keep customers, or you lose

them.

•Great customer service is part art and part science.

•Companies that do customer service well: carefully design their entire customer

experience, make sure to follow through on their promises, and measure success

with a long-term view -- focusing on how they improve their customers lives, not just

on the numbers they present to shareholders each quarter.

Design

Follow

Through

• You’re Stupid

• I’m not going to help you

• I don’t care

• Shut up

• You are lying

IVR

CRM

FCR

AHT

ROI

Cust. Sat.Solutions

YES

Values

People will forget what you said

People will forget what you did

But people will never forget

How you made them feel

-- Maya Angelou

Marlene

www.emilyyellin.com