worst customer service

Bad Service:

Hate It, Spread ItHow to increase customer

satisfaction, with fewer reps, more analytics, more press and less money.

Robyn Tippins

Co-founder, Mariposa Interactive

Author, Community 101Community Manager since 1996

Your call is very important to us...

Why Customers say goodbye to you

Die

Move away

Seek alternatives

Leave for competitor

Product dissatisfaction

Due to treatment

0% 5% 10% 15% 20% 25% 30%

We have a lock

on your options,

so we can treat

you how we like...

#blackberry

We are completely

disconnected

from what you

are saying about

us right now

#pinkslime

We refuse to

accept that our

customers care

about what they eat

#cairoFrom the larger Arab Spring movement

We will exploit

human suffering

to sell pants

God dress America

More gems from @KennethCole

1

2

3

Hurricanes aren’t ending. And bird flue is now coming. BUT WEAR?

The ports are secure. But there are other things DUBAI.

Following 9/11 in US

Following Katrina in US

Following 2006 Port Scandal in Dubai

thecustomer response

Chapsticks’ Facebook Mishap

Address comments, don’t

delete them, and pretend

everything is ok.

2014SuperBowl power failure

2014Buffet bracket challenge

andthe risk

9/11 10th Anniversary

Oops

...but they nail the return

Cartoon from ThisIsIndexed

Scale is possible

Helping Non-Tech Savvy User

ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU EMAIL@DOMAIN.NET

Actual Customer Service Email

Robyn Tippins | RobynTippins@gmail.com | @Duzins on Twitter

helping the non-savvy user

ALL OF A SUDDEN YOUR PAGE APPEARED ON MY COMPUTER................. PLEASE...PLEASE...REMOVE IT AS SOON AS POSSIBLE.THANK YOU EMAIL@DOMAIN.NET

Actual Customer Service Email

OK, how about this motto: ‘If you are unhappy for any reason, we will feel really bad.’

Our vision is to be earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.

Positive Assumptions• No Questions Asked

Return Policy – Anytime

• Customer Almost Always Right

• Fast Response

Documentation• Create an Online

Documentation Center

• Place helps in strategic places

Empower Your Reps• Tell them to take the blame• Encourage creativity• Take away the clock• Encourage power listening• Have them envision the

person on the other side• Encourage real language• Emphasize follow through• Remind them to keep their

cool

Weekly Check-Ups• Call you customer

support help-line• Send an email

through your Help link

• Leave a comment on customer support forums

• Tweet your company

Gift the Extra Mile• Amaze Me reports• Require follow

through on escalations

• Note patterns and escalate

Guard Your Territory• Customer-facing

Convos Belong to Customer Service

• Fight for a Voice• Fight for Your Reps

Love Your Reps• Don’t Allow Customer

Abuse• Create a Career Path

Out• Reward Outside of

Customer Care

2013 Customer Rankings• WorstWinn DixieSuperValuGapBestBuySafewayMacy’s WalgreensCVSRite AidWalmart

• Best• USAA• A credit union• Charles Schwab• Ace Hardware• Chick –fil-A• Dollar Tree• Costco• Trader Joe’s• HyVee• Sonic Drive-In

Robyn Tippins

Co-founder, Mariposa Interactive