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Copyright © MMXV Shep Hyken, www.Hyken.com
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15 Customer Service Tips for 2015 презентация
Содержание
- 1. 15 Customer Service Tips for 2015
- 2. 1. Back to Basics Get back to
- 3. 2. Build Rapport Use the customer’s name.
- 4. 3. Accountability Always do what you say
- 5. Everyone has customers. Sometimes they are external
- 6. Let your customers know your name and
- 7. 6. Respond Quickly Return calls, emails, and
- 8. 7. Punctuality Be punctual for meetings. It’s
- 9. 8. Monitor Social Channels Keep eyes on
- 10. 9. The Employee Golden Rule Treat employees
- 11. 10. No-Transfer Resolution Some companies’ customer service
- 12. 11. Consistency Create a consistent experience. Everyone
- 13. 12. Empowerment Empower people to make great
- 14. 13. Customer Service Training Constantly train for
- 15. 14. Everyone Always Has Two Jobs: Do
- 16. 15. Be a Customer Service Role Model
- 17. Use This List! Don’t just read it,
- 18. Happy New Year! Here’s to this being
1. Back to Basics Get back to the basics for customer service. Be polite. Say please and thank you.
Слайд 21. Back to Basics
Get back to the basics for customer service.
Be
polite. Say please and thank you.
Слайд 43. Accountability
Always do what you say you are going to do.
If
you say you will call back in five minutes,
don’t make it ten.
don’t make it ten.
Слайд 5Everyone has customers. Sometimes they are external – customers who pay
you money. Sometimes they are internal – colleagues you work with. Sometimes they are both. Either way, your job is to take care of the customer.
4. Take Care of the Customer
Слайд 6Let your customers know your name and how to contact you
so if they are inadvertently disconnected, have another question, or there is any other reason they might need a “friend” at the company, they can easily get back in touch with you.
5. Personalization
Слайд 87. Punctuality
Be punctual for meetings. It’s expected you will be on
time. It’s a sign of disrespect if you aren’t.
Слайд 98. Monitor Social Channels
Keep eyes on your social outlets for comments
from customers, and once again, respond quickly.
Слайд 109. The Employee Golden Rule
Treat employees the way you want your
customers to be treated, if not even better.
What’s happening inside an organization is felt on the outside.
What’s happening inside an organization is felt on the outside.
Слайд 1110. No-Transfer Resolution
Some companies’ customer service people focus on a one-call
resolution.
Try a no-transfer resolution.
Try a no-transfer resolution.
Слайд 1211. Consistency
Create a consistent experience.
Everyone strives to do their best every
day.
Customers want and expect a consistent positive attitude from everyone they come into contact with.
Customers want and expect a consistent positive attitude from everyone they come into contact with.
Слайд 1312. Empowerment
Empower people to make great customer-focused decisions. This comes from
hiring the right people and training them properly.
Слайд 1413. Customer Service Training
Constantly train for customer service.
It needs to be
ongoing.
Training isn’t something you did. It’s something you do.
Training isn’t something you did. It’s something you do.
Слайд 1514. Everyone Always Has
Two Jobs:
Do the job they were hired to
do.
Take care of the customer.
Take care of the customer.
Слайд 1615. Be a Customer Service
Role Model
Regardless of what you do for
your company, be that person who everyone admires and wants to emulate.
Слайд 17Use This List!
Don’t just read it, use it.
Choose from the tips
that resonate with you.
Focus on one at a time.
Be sure to share this list with your colleagues, or maybe even your customers!
Focus on one at a time.
Be sure to share this list with your colleagues, or maybe even your customers!
Слайд 18Happy New Year!
Here’s to this being your best customer service year
ever!
Shep Hyken
www.Hyken.com
@Hyken
