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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.
2
Patience - Patience in Agent is important to customers & businesses at large
#CustomerService
TIP #01: 3
Customer Service Tips
#CustomerService
TIP #02:
First Step in ensuring great #Customer Experience is engaging with Customers
4
#CustomerService
TIP #03:
Find every opportunity possible to thank your customers for their business.
5
#CustomerService
TIP #04:
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
#CustomerService
TIP #05: 7
#CustomerService
TIP #06:
Is your brand socially responsive? Quality 1 - Respond in a time bound manner
8
Customer Service Tips
#CustomerService
TIP #07:
Customers prefer being able to record, print, save a copy of the interaction with the brand
9
#CustomerService
TIP #08:
Do you tell customers the impact their feedback had on improving your processes?
10
Customer Service TipsEvery customer should be able to reach you via: cell, email, conference & video
#CustomerService
TIP #09: 11
#CustomerService
TIP #10:
Goal Oriented Focus - Overarching goal & intent must be clear to each agent
12
#CustomerService
TIP #12:
Closing the #CustomerFeedback Loop - Always be the last to close the conversation loop with your customer
14
#CustomerService
TIP #13:
Customer Feedback models should be economic to conduct and faster to yield findings.
15
Customer Service Tips
#CustomerService
TIP #14:
Negative reviews can actually help your business. They help you correct problems.
16
Customer Service Tips Closing Ability - Close the conversation on a strong note. Resolve customer queries.
#CustomerService
TIP #15: 17
#CustomerService
TIP #16:
If you have a mis-understanding, take the blame, then follow-up until you get it right.
18
Customer Service Tips Ability to Handle Surprises-Key skill for a agent. Surprises & people go together.
#CustomerService
TIP #17: 19
#CustomerService
TIP #18:
Calming Presence - Tone & tenor of agent should have calming influence
20
Customer Service TipsNever assume the customer remembers what you told them previously.
#CustomerService
TIP #19: 21
#CustomerService
TIP #20:
Willingness to Learn - Every Agent needs to evolve with each interaction
22
Customer Service Tips
#CustomerService
TIP #21:
Never tell the customer they are wrong, simply suggest alternatives.
23
#CustomerService
TIP #22:
Ability to "Read" Customers - This is an important part of personalization process
24
#CustomerService
TIP #23:
Don’t force customers to live by your rulebook.
25
Customer Service TipsPersonalized service is essential to creating long-lasting relationships with loyal customers.
#CustomerService
TIP #24: 26
#CustomerService
TIP #25:
Ability to Use "Positive Language"-Language is a very important part of persuasion
27
Customer Service TipsClear Communication Skills-keep it simple and leave nothing to doubt.
#CustomerService
TIP #26: 28
Customer Service Tips
#CustomerService
TIP #27:
Persuasion Skills - Persuasion skills are key to success for Agents
29
#CustomerService
TIP #28:
Top 5 sources of #CustomerService on website: Live chat (57% Customers want it)
30
Customer Service Tips
#CustomerService
TIP #29:
Online surveys are best for feedback collection when large portion of user journey is online
31
#CustomerService
TIP #30:
Tenacity - Tenacity in agent is necessary to fetch the best solution for customer
32
Customer Service TipsNever assume you know more than your customers.
#CustomerService
TIP #31: 33
#CustomerService
TIP #32:
The best forward-facing employees have deep knowledge of your product
34
#CustomerService
TIP #33:
Never assume you are meeting your customers’ needs. Even if things are going well, they might not be
35
Customer Service Tips
#CustomerService
TIP #34:
Attentiveness- It is important to pay attention to individual customer interactions
36
Customer Service TipsHow to get more #Customer Feedback? Ask for feedback!!
#CustomerService
TIP #35: 37
Customer Service TipsConstantly bring new ideas to help your customers make money or save money.
#CustomerService
TIP #36: 38
#CustomerService
TIP #37:
Acting Skills - Every great agent must have basic acting skills
39
#CustomerService
TIP #38:
Ask really good questions. Your customers are tuning into everything you do.
40
Customer Service TipsCheck your greed at the door. Don’t simply look at the current sale as your only interaction.
#CustomerService
TIP #39: 41
#CustomerService
TIP #40:
Top 5 sources of #CustomerService on website: FAQ section or knowledgebase (51%)
42
#CustomerService
TIP #41:
Top 5 sources of #CustomerService on website: Click to call, having a live agent call back (34%)
43
Customer Service TipsAgent-to-Agent collaboration results in Subject Matter Experts interact to increase first-contact resolution rates
#CustomerService
TIP #42: 44
#CustomerService
TIP #43:
If customers don’t receive help on website, 48% will abandon the site
45
#CustomerService
TIP #44:
Top 5 sources of #CustomerService on website: A telephone number to call (61%)
46
Customer Service TipsCheck & Monitor the Feedback Campaign health
#CustomerService
TIP #45: 47
#CustomerService
TIP #46:
Never solicit feedback unless you’re able to act on it
48
Customer Service Tips
#CustomerService
TIP #47:
Step #1 in planning a #Customer Feedback campaign - Define your #Customer Service goals
49
#CustomerService
TIP #48:
Make sure your #Customer Service rep is friendly. It is critical for 45% customers
50
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
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