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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
TIP #01: 3
Customer Service Tips
#CustomerService
TIP #02:
First Step in ensuring great #Customer Experience is engaging with Customers
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#CustomerService
TIP #03:
Find every opportunity possible to thank your customers for their business.
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#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
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Customer Service Tips
#CustomerService
TIP #07:
Customers prefer being able to record, print, save a copy of the interaction with the brand
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#CustomerService
TIP #08:
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
#CustomerService
TIP #09: 11
#CustomerService
TIP #10:
Goal Oriented Focus - Overarching goal & intent must be clear to each agent
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#CustomerService
TIP #12:
Closing the #CustomerFeedback Loop - Always be the last to close the conversation loop with your customer
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#CustomerService
TIP #13:
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
TIP #15: 17
#CustomerService
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
TIP #17: 19
#CustomerService
TIP #18:
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.
#CustomerService
TIP #19: 21
#CustomerService
TIP #20:
Willingness to Learn - Every Agent needs to evolve with each interaction
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Customer Service Tips
#CustomerService
TIP #21:
Never tell the customer they are wrong, simply suggest alternatives.
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#CustomerService
TIP #22:
Ability to "Read" Customers - This is an important part of personalization process
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#CustomerService
TIP #23:
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.
#CustomerService
TIP #24: 26
#CustomerService
TIP #25:
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.
#CustomerService
TIP #26: 28
Customer Service Tips
#CustomerService
TIP #27:
Persuasion Skills - Persuasion skills are key to success for Agents
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#CustomerService
TIP #28:
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
TIP #30:
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.
#CustomerService
TIP #31: 33
#CustomerService
TIP #32:
The best forward-facing employees have deep knowledge of your product
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#CustomerService
TIP #33:
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
#CustomerService
TIP #34:
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
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
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#CustomerService
TIP #38:
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
TIP #39: 41
#CustomerService
TIP #40:
Top 5 sources of #CustomerService on website: FAQ section or knowledgebase (51%)
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#CustomerService
TIP #41:
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
#CustomerService
TIP #42: 44
#CustomerService
TIP #43:
If customers don’t receive help on website, 48% will abandon the site
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#CustomerService
TIP #44:
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
#CustomerService
TIP #45: 47
#CustomerService
TIP #46:
Never solicit feedback unless you’re able to act on it
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Customer Service Tips
#CustomerService
TIP #47:
Step #1 in planning a #Customer Feedback campaign - Define your #Customer Service goals
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#CustomerService
TIP #48:
Make sure your #Customer Service rep is friendly. It is critical for 45% 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
