Customer Service In A Social Economy

Damage Control Through Empowerment, Service Recovery, and Speed


Empowerment

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You must be where your customers are, and customers are on social media.    - John Tschohl

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Keynote or One Day Seminar

Nobody wants dissatisfied customers. In today's social media world, those customers now have greater influence over your company via comments, status updates, and tweets seen by thousands. Believe it or not, though, it is the perfect opportunity to use service recovery to convert those customers into over happy customers who will spread their praises about the customer service they experienced.

THE SOCIAL ECONOMY

  • Word-of-Mouth Speed of Lightning
  • Facebook, Twitter, Google, Trip Advisor
  • The New World Order

THE RISK OF SLOW OR NO RESPONSE

  • Brand Damage
  • Customer Defections
  • Negative Word-of-Mouth with Thousands & Millions

THE SERVICE STRATEGY

  • Building a Brand Around Customer Service
  • A Strategic Weapon - Differentiation Strategy
  • Steps Critical to Driving a Service Culture
  • Build Market Share and Market Dominance
  • Crush the Competition

THREE SKILLS CRITICAL TO DAMAGE CONTROL IN A FAST MOVING SOCIAL ECONOMY

  • Empowerment
  • Service Recovery
  • Speed

SERVICE RECOVERY

  • The Art of Keeping Unhappy Customers
  • Four Techniques That Work
  • Moving Heaven and Earth
  • Learn How to Take Unhappy Customers in Sixtry Seconds From Hell to Heaven

Back

SPEED: DO IT FAST, DO IT NOW & DO IT RIGHT

  • Creating a Speed Mindset
  • Eliminating Barriers to Speed
  • Keep Promises and Over Deliver

EMPOWERMENT

  • 3 Reasons Employees Will Not Use Empowerment
  • Bending the Rules
  • Creating Overhappy Customers
  • The Myths of Empowerment: What CEO's Believe vs. Reality

THE COST OF ARROGANCE

  • Arrogance by Top Management: Netflix, Bank of America, Most US Airlines

WHY CUSTOMER SERVICE SUCKS WITH SOCIAL MEDIA

  • Lack of Technology
  • Lack of Tracking - Salesforce.com (Radian)
  • No 24/7 Call Centers with live People
  • Need for Swat Team

CREATING A CULTURE OF SUPERIOR SERVICE

  • Change Attitudes & Behaviors
  • Creating a Customer Experience Customers Will Tell Friends About