T H I N K

BIGGER

A B O U T C U S T O M E R S E R V I C E

By Mu’min Santoso l @msantoz

CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANYTony Hsieh, CEO of Zappos

Time Magazine, Dec 2006 (c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff

THEY – WE ALL – ARE GETTING “SMARTER”Time Magazine, Dec 2006(c) 2011 Mcorp Consulting. Michael Hinshaw and Bruce Kasanoff

SO?

CUSTOMER SERVICE CUSTOMER CARE CUSTOMER EXPERIENCE

Social Media Helps small companies look bigger and big companies get smaller

Get everyone on the same pageCustomer Experience is the whole company’s responsibility

BE PREPARED

Fix your ‘broken windows’ before engaging online

Avoid The Basic Mistakes

PROACTIVE LISTENING

http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics

DON’T RELY ON SINGLE CHANNEL

Social Media Helps small companies look bigger and big companies get smaller

Remember This…

How to handle negative sentiments

Straight Problems

Constructive Criticism

Merited Attack

Trolling/Spam

Respond Fix it Follow Up

Respond with positive message

Thank to custommer for

their suggestion

Respond PromptlyThank to

commenter about the feedback

Assure that we take steps to correct the

problem

Ignore Remove

Identify the type of

feedback

High Expectations

Great Experience

Low Expectations

PoorExperience

Avoid DISSAFECTED

Go for DELIGHTED

Aim for DEVOTED

Spot DISAPOINTED

Creating Devoted Customer by Andy Hanselman Consulting

The number one rule when responding to all criticism, even the negative types; is to stay positive.

Take it like a market leader, and let them know we’re listening

Positive Outcome:

Customer knows we LISTEN and CARE

We do not delete negative comments to build Customers’ Trust

Customers won’t take the message elsewhere

which makes us easier to monitor

Strengthen Image as Market leader by taking

criticism head on

http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics

IT’S NOT EASY

NEED A COMMITMENT

BUT CAN BE DONE

“WHATEVER YOU ARE, BE A GOOD ONE”

-Abraham Lincoln-

THANK YOU

Mu’min SantosoCOO of Semut Api Colony & Klix Digital @msantoz