great customer support

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GREAT CUSTOMER SUPPORT

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My presentation arguing that great customer support is about making your customers FEEL great about your product or service, or just working with you, and some practical tips.

TRANSCRIPT

Page 1: Great Customer Support

GREATCUSTOMERSUPPORT

Page 2: Great Customer Support

PAUL CAMPBELL

Page 3: Great Customer Support

TWITTER.COM/PAULCA

Page 4: Great Customer Support

WTF?

Page 5: Great Customer Support
Page 6: Great Customer Support
Page 7: Great Customer Support
Page 8: Great Customer Support

WHAT IS CUSTOMER SUPPORT?

Page 9: Great Customer Support
Page 10: Great Customer Support

WHY DOES IT MATTER?

Page 11: Great Customer Support

SERVICE ISGREATERTHAN PRODUCT

Page 12: Great Customer Support

HAPPY CUSTOMERS

GREATERTHAN ANY MARKET ING

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Page 14: Great Customer Support

ANYONE FOR A BEER?

Page 15: Great Customer Support

WHAT IS CUSTOMER SUPPORT?

Page 16: Great Customer Support

EVERYTHING

Page 17: Great Customer Support

( EXCEPT YOUR PRODUCT/SERVICE )

Page 18: Great Customer Support

EMOTIONS ARE

GREATERTHAN IMPRESSIONS

Page 19: Great Customer Support

PRODUCTMEASURED BY

NUMBERS

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SUPPORTMEASURED BY

FEEL INGS

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Page 22: Great Customer Support

SUCKY SUPPORT

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Page 24: Great Customer Support

GREAT SUPPORT

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WHERE DOES IT BEGIN?WHERE DOES IT END?

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START END

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LEAVE YOUR CUSTOMER IN NO DOUBT THAT THEY CHOSE YOU

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IN PRACT ICE

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LOTS OF L ITTLE THINGS

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SETT ING EXPECTAT IONS

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MEET ING EXPECTAT IONS

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CONSISTENCY

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BEING RELENTLESS

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YOU CAN'T HAVE A BAD DAY

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MANNERS

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PLEASE

Page 39: Great Customer Support

THANK YOU

Page 40: Great Customer Support

MY (S IMPLE ) RULES(WIP)

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THANK ANYONE WHO MAILS

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RESPONSE RATEGOOD -24 HOURS

OK - A WEEKMEH - A MONTH

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NOTHING IS WORSETHAN S ILENCE

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BAD SERVICE?APOLOGISE

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DON’T KNOW?

ADMIT I T(THEN F IND OUT)

Page 46: Great Customer Support

DON’T OFFER IT?

SAY SO

Page 47: Great Customer Support

OFFER ANALTERNATIVE

Page 48: Great Customer Support

NOT SURE?

ASK

Page 49: Great Customer Support

HAVE CONVERSATIONS

Page 50: Great Customer Support

DON’T BEAFRAID TO SAY

NO

Page 51: Great Customer Support

LEAVE YOUR CUSTOMER IN NO DOUBT THAT THEY CHOSE YOU

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GOOD SUPPORTIS

NECESSARY FORGOOD BUSINESS

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GOOD SUPPORTIS

NECESSARY FORGOOD BUSINESS

Page 54: Great Customer Support

QUEST IONS?

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THANK YOU VERY MUCH