1. Tips to insanely GREAT Customer Service 49

2. Welcome to the Flip Guide on Customer Service. This is a e-flipbook. You can complete the entire book in less than 9 minutes. Only distilled wisdom. Nothing else. 2

3. Patience - Patience in Agent is important to customers & businesses at large #CustomerService TIP #01: 3

4. Customer Service Tips #CustomerService TIP #02: First Step in ensuring great #Customer Experience is engaging with Customers 4

5. #CustomerService TIP #03: Find every opportunity possible to thank your customers for their business. 5

6. #CustomerService TIP #04: Time Management Skills – An agent must connect the customer over to an agent who knows the solution 6

7. Customer Service Tips Don’t ASSUME- Practice using 5 whys questions- method to confirm-what your customer is asking for #CustomerService TIP #05: 7

8. #CustomerService TIP #06: Is your brand socially responsive? Quality 1 - Respond in a time bound manner 8

9. Customer Service Tips #CustomerService TIP #07: Customers prefer being able to record, print, save a copy of the interaction with the brand 9

10. #CustomerService TIP #08: Do you tell customers the impact their feedback had on improving your processes? 10

11. Customer Service Tips Every customer should be able to reach you via: cell, email, conference & video #CustomerService TIP #09: 11

12. #CustomerService TIP #10: Goal Oriented Focus - Overarching goal & intent must be clear to each agent 12

13. #CustomerService TIP #11: Don’t commit more than you can do. 13

14. #CustomerService TIP #12: Closing the #CustomerFeedback Loop - Always be the last to close the conversation loop with your customer 14

15. #CustomerService TIP #13: Customer Feedback models should be economic to conduct and faster to yield findings. 15

16. Customer Service Tips #CustomerService TIP #14: Negative reviews can actually help your business. They help you correct problems. 16

17. Customer Service Tips Closing Ability - Close the conversation on a strong note. Resolve customer queries. #CustomerService TIP #15: 17

18. #CustomerService TIP #16: If you have a mis- understanding, take the blame, then follow-up until you get it right. 18

19. Customer Service Tips Ability to Handle Surprises-Key skill for a agent. Surprises & people go together. #CustomerService TIP #17: 19

20. #CustomerService TIP #18: Calming Presence - Tone & tenor of agent should have calming influence 20

21. Customer Service Tips Never assume the customer remembers what you told them previously. #CustomerService TIP #19: 21

22. #CustomerService TIP #20: Willingness to Learn - Every Agent needs to evolve with each interaction 22

23. Customer Service Tips #CustomerService TIP #21: Never tell the customer they are wrong, simply suggest alternatives. 23

24. #CustomerService TIP #22: Ability to "Read" Customers - This is an important part of personalization process 24

25. #CustomerService TIP #23: Don’t force customers to live by your rulebook. 25

26. Customer Service Tips Personalized service is essential to creating long- lasting relationships with loyal customers. #CustomerService TIP #24: 26

27. #CustomerService TIP #25: Ability to Use "Positive Language"-Language is a very important part of persuasion 27

28. Customer Service Tips Clear Communication Skills-keep it simple and leave nothing to doubt. #CustomerService TIP #26: 28

29. Customer Service Tips #CustomerService TIP #27: Persuasion Skills - Persuasion skills are key to success for Agents 29

30. #CustomerService TIP #28: Top 5 sources of #CustomerService on website: Live chat (57% Customers want it) 30

31. Customer Service Tips #CustomerService TIP #29: Online surveys are best for feedback collection when large portion of user journey is online 31

32. #CustomerService TIP #30: Tenacity - Tenacity in agent is necessary to fetch the best solution for customer 32

33. Customer Service Tips Never assume you know more than your customers. #CustomerService TIP #31: 33

34. #CustomerService TIP #32: The best forward-facing employees have deep knowledge of your product 34

35. #CustomerService TIP #33: Never assume you are meeting your customers’ needs. Even if things are going well, they might not be 35

36. Customer Service Tips #CustomerService TIP #34: Attentiveness- It is important to pay attention to individual customer interactions 36

37. Customer Service Tips How to get more #Customer Feedback? Ask for feedback!! #CustomerService TIP #35: 37

38. Customer Service Tips Constantly bring new ideas to help your customers make money or save money. #CustomerService TIP #36: 38

39. #CustomerService TIP #37: Acting Skills - Every great agent must have basic acting skills 39

40. #CustomerService TIP #38: Ask really good questions. Your customers are tuning into everything you do. 40

41. Customer Service Tips Check your greed at the door. Don’t simply look at the current sale as your only interaction. #CustomerService TIP #39: 41

42. #CustomerService TIP #40: Top 5 sources of #CustomerService on website: FAQ section or knowledgebase (51%) 42

43. #CustomerService TIP #41: Top 5 sources of #CustomerService on website: Click to call, having a live agent call back (34%) 43

44. Customer Service Tips Agent-to-Agent collaboration results in Subject Matter Experts interact to increase first-contact resolution rates #CustomerService TIP #42: 44

45. #CustomerService TIP #43: If customers don’t receive help on website, 48% will abandon the site 45

46. #CustomerService TIP #44: Top 5 sources of #CustomerService on website: A telephone number to call (61%) 46

47. Customer Service Tips Check & Monitor the Feedback Campaign health #CustomerService TIP #45: 47

48. #CustomerService TIP #46: Never solicit feedback unless you’re able to act on it 48

49. Customer Service Tips #CustomerService TIP #47: Step #1 in planning a #Customer Feedback campaign - Define your #Customer Service goals 49

50. #CustomerService TIP #48: Make sure your #Customer Service rep is friendly. It is critical for 45% customers 50

51. #CustomerService TIP #49: Ask the right customers 51

52. Customer3SIXTY helps businesses build stronger customer relations by enabling world class customer support & service Visit www.Customer3SIXTY.com to learn more about the full suite of our products and services.www.Customer3SIXTY.com Mayuresh Shilotri Co-founder, Head – Marketing Follow on Twitter: @mshilotri