Great Customer Support

GREATCUSTOMERSUPPORT

PAUL CAMPBELL

TWITTER.COM/PAULCA

WTF?

WHAT IS CUSTOMER SUPPORT?

WHY DOES IT MATTER?

SERVICE ISGREATERTHAN PRODUCT

HAPPY CUSTOMERS

GREATERTHAN ANY MARKET ING

ANYONE FOR A BEER?

WHAT IS CUSTOMER SUPPORT?

EVERYTHING

( EXCEPT YOUR PRODUCT/SERVICE )

EMOTIONS ARE

GREATERTHAN IMPRESSIONS

PRODUCTMEASURED BY

NUMBERS

SUPPORTMEASURED BY

FEEL INGS

SUCKY SUPPORT

GREAT SUPPORT

WHERE DOES IT BEGIN?WHERE DOES IT END?

START END

LEAVE YOUR CUSTOMER IN NO DOUBT THAT THEY CHOSE YOU

IN PRACT ICE

LOTS OF L ITTLE THINGS

SETT ING EXPECTAT IONS

MEET ING EXPECTAT IONS

CONSISTENCY

BEING RELENTLESS

YOU CAN'T HAVE A BAD DAY

MANNERS

PLEASE

THANK YOU

MY (S IMPLE ) RULES(WIP)

THANK ANYONE WHO MAILS

RESPONSE RATEGOOD -24 HOURS

OK - A WEEKMEH - A MONTH

NOTHING IS WORSETHAN S ILENCE

BAD SERVICE?APOLOGISE

DON’T KNOW?

ADMIT I T(THEN F IND OUT)

DON’T OFFER IT?

SAY SO

OFFER ANALTERNATIVE

NOT SURE?

ASK

HAVE CONVERSATIONS

DON’T BEAFRAID TO SAY

NO

LEAVE YOUR CUSTOMER IN NO DOUBT THAT THEY CHOSE YOU

GOOD SUPPORTIS

NECESSARY FORGOOD BUSINESS

GOOD SUPPORTIS

NECESSARY FORGOOD BUSINESS

QUEST IONS?

THANK YOU VERY MUCH