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
