building a customer service culture
DESCRIPTION
Slides from the September 2012 SME Digital Power Panel discussion on building a customer service culture to drive profits with Zappos, Citibank and Social Media Explorer.TRANSCRIPT
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@electra
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@zapposinsights
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@frankeliason
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@nichole_kelly
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A leading live chat software provider
Check them out at www.velaro.com
@velaro_inc
![Page 8: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/8.jpg)
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason #custserv #customerservice
![Page 9: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/9.jpg)
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How important is culture in providing
exceptional customer service and how can you
prevent it from becoming lip service from the
executive team?
![Page 10: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/10.jpg)
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can companies turn a customer service
culture into a competitive advantage?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can companies figure out what “their
culture” is or should be?
![Page 12: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/12.jpg)
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How do you develop the right criteria to quickly
determine whether or not someone is a good fit?
What do you do when you realize someone
doesn’t share the company’s values?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What do you do if you don’t have senior level
buy-in for making a culture change?
![Page 14: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/14.jpg)
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What should a company do to be prepared for
providing service on social channels?
How is it different than routing
a call to a call center?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
Who is doing a great job of making the customer
service culture transition?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How important are options like live chat on your
website to the customer service experience?
Are there other types of customer service tools
you recommend?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What are the important factors when hiring
employees for online customer service?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
how can companies measure customer service
impact on profitability?
How can you measure the ROI of customer
service?
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#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can you make a customer service culture
part of your company?
How can you get buy-in or implement the tips
we’ve heard?
![Page 20: Building a Customer Service Culture](https://reader033.vdocument.in/reader033/viewer/2022060109/5552e0e2b4c905014c8b4dac/html5/thumbnails/20.jpg)
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@velaro_inc
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