Tips to

insanely GREAT Customer Service

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Welcome to the Flip Guide on Customer Service.

This is a e-flipbook. You can complete the entire book in less than 9 minutes.

Only distilled wisdom. Nothing else.

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Patience - Patience in Agent is important to customers & businesses at large

#CustomerService

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Customer Service Tips

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First Step in ensuring great #Customer Experience is engaging with Customers

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Find every opportunity possible to thank your customers for their business.

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Time Management Skills – An agent must connect the customer over to an agent who knows the solution

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Customer Service TipsDon’t ASSUME- Practice using 5 whys questions-method to confirm-what your customer is asking for

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Is your brand socially responsive? Quality 1 - Respond in a time bound manner

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Customer Service Tips

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Customers prefer being able to record, print, save a copy of the interaction with the brand

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Do you tell customers the impact their feedback had on improving your processes?

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Customer Service TipsEvery customer should be able to reach you via: cell, email, conference & video

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Goal Oriented Focus - Overarching goal & intent must be clear to each agent

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TIP #11:

Don’t commit more than you can do.

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Closing the #CustomerFeedback Loop - Always be the last to close the conversation loop with your customer

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#CustomerService

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Customer Feedback models should be economic to conduct and faster to yield findings.

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Customer Service Tips

#CustomerService

TIP #14:

Negative reviews can actually help your business. They help you correct problems.

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Customer Service Tips Closing Ability - Close the conversation on a strong note. Resolve customer queries.

#CustomerService

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TIP #16:

If you have a mis-understanding, take the blame, then follow-up until you get it right.

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Customer Service Tips Ability to Handle Surprises-Key skill for a agent. Surprises & people go together.

#CustomerService

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Calming Presence - Tone & tenor of agent should have calming influence

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Customer Service TipsNever assume the customer remembers what you told them previously.

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Willingness to Learn - Every Agent needs to evolve with each interaction

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Customer Service Tips

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Never tell the customer they are wrong, simply suggest alternatives.

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Ability to "Read" Customers - This is an important part of personalization process

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Don’t force customers to live by your rulebook.

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Customer Service TipsPersonalized service is essential to creating long-lasting relationships with loyal customers.

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Ability to Use "Positive Language"-Language is a very important part of persuasion

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Customer Service TipsClear Communication Skills-keep it simple and leave nothing to doubt.

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Customer Service Tips

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Persuasion Skills - Persuasion skills are key to success for Agents

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#CustomerService

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Top 5 sources of #CustomerService on website: Live chat (57% Customers want it)

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Customer Service Tips

#CustomerService

TIP #29:

Online surveys are best for feedback collection when large portion of user journey is online

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#CustomerService

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Tenacity - Tenacity in agent is necessary to fetch the best solution for customer

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Customer Service TipsNever assume you know more than your customers.

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The best forward-facing employees have deep knowledge of your product

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Never assume you are meeting your customers’ needs. Even if things are going well, they might not be

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Customer Service Tips

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Attentiveness- It is important to pay attention to individual customer interactions

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Customer Service TipsHow to get more #Customer Feedback? Ask for feedback!!

#CustomerService

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Customer Service TipsConstantly bring new ideas to help your customers make money or save money.

#CustomerService

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Acting Skills - Every great agent must have basic acting skills

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Ask really good questions. Your customers are tuning into everything you do.

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Customer Service TipsCheck your greed at the door. Don’t simply look at the current sale as your only interaction.

#CustomerService

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#CustomerService

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Top 5 sources of #CustomerService on website: FAQ section or knowledgebase (51%)

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Top 5 sources of #CustomerService on website: Click to call, having a live agent call back (34%)

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Customer Service TipsAgent-to-Agent collaboration results in Subject Matter Experts interact to increase first-contact resolution rates

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If customers don’t receive help on website, 48% will abandon the site

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Top 5 sources of #CustomerService on website: A telephone number to call (61%)

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Customer Service TipsCheck & Monitor the Feedback Campaign health

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Never solicit feedback unless you’re able to act on it

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Customer Service Tips

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Step #1 in planning a #Customer Feedback campaign - Define your #Customer Service goals

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#CustomerService

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Make sure your #Customer Service rep is friendly. It is critical for 45% customers

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#CustomerService

TIP #49:

Ask the right customers

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Customer3SIXTY helps businesses build stronger customer relations by enabling world class customer support & service

Visit www.Customer3SIXTY.com to learn more about the full suite of our products and services. Mayuresh Shilotri

Co-founder, Head – Marketing

Follow on Twitter: @mshilotri