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Surviving in Shark Infested Waters

SURVIVING IN SHARK INFESTED WATERS THE 10 SURVIVAL SKILLS YOU NEED TO salesforce desk NAVIGATE THE TURBULENT WATERS OF CUSTOMER SERVICE 26% CHART YOUR COURSE OF COMPANIES HAVE A CUSTOMER SERVICE BE THOROUGHLY PREPARED. SHORE UP YOUR STRATEGY IN PLACE DEFENSES BY DEVELOPING A THOUGHTFUL CUSTOMER SERVICE STRATEGY. DELIVER MULTI-CHANNEL OF SERVICE ORGS CITE 40% IN THIS ERA OF MULTI-CHANNEL CUSTOMER COMPLEXITY AS THE GREATEST BARRIER TO SUPPORT, YOU MUST BE DIALED-IN WITH THIS DELIVERING MULTI- NEW SPECIES OF CUSTOMERS. CHANNEL SUPPORT 90% BE ON WATCH 24/7 -5 OF CUSTOMERS WILL CHECK A WEBSITE, BEFORE CALLING OR EMAILING YOU LIKE A SHARK STALKING ITS PREY, CUSTOMER ISSUES CAN COME IN WHEN YOU LEAST EXPECT IT. SET UP A MONITORING PROCESS TO BE ALERT OF INCOMING CUSTOMER INQUIRIES. LISTEN CAREFULLY 70% TO AVOID PITFALLS, YOUR TEAM SHOULD BE AWARE OF WHO THE CUSTOMER IS AND WHY OF BUYING EXPÉRIENCES ARE BASED THEY'RE UPSET. THE MORE YOU KNOW, THE ON HOW THE CUSTOMER FEELS THEY MORE LIKELY YOU’LL BE ABLE TO RESOLVE THE ARE BEING TREATED ISSUE. 3.7% USE YOUR LIFELINE ENCOURAGE CUSTOMERS TO PROVIDE FEEDBACK ON THEIR CUSTOMER SUPPORT EXPERIENCE. ONLY 1 OUT OF 27 CUSTOMERS WILL COMPLAIN ABOUT POOR SERVICE. THE REST WILL STAY SILENT. ACT FAST (71% WHEN A SITUATION ARISES, DON'T FAIL TO ACT OR YOU'LL BECOME DEAD IN THE WATER. A COMBINATION OF SPEED AND ACCURACY OF ONLINE CHAT CUSTOMERS EXPECT WILL LEAD TO SMOOTH SAILINGS IN ASSISTANCE WITHIN 5 MINUTES HANDLING SUPPORT REQUESTS. 50% OF THE TIME, SERVICE AGENTS BUILD A KNOWLEDGE BASE FAIL TO RESOLVE CUSTOMER SERVICE ISSUES GIVE CUSTOMERS THE ANSWERS THEY WANT, FAST, WITH A BUILT-IN KNOWLEDGE BASE. OF PEOPLE BELIEVE THAT 80% SMALLER COMPANIES PLACE A GREATER EMPHASIS ON CUSTOMER SERVICE THAN LARGER ONES PULL TOGETHER IN SMALLER COMPANIES, EVERYONE IS A KEY PART IN DELIVERING GREAT CUSTOMER SERVICE. WHEN CUSTOMER SERVICE ISSUES GET MURKY, REACH OUT FOR HELP. AVOID FOUL WEATHER OVER ONE MILLION PEOPLE VIEW CUSTOMER SERVICE TWEETS PER WEEK, WITH AVOID PEOPLE THAT LURK IN ALL CORNERS OF SOCIAL MEDIA WAITING TO STIR UP TROUBLE 80% OF OF THEM BEING CRITICAL OR NEGATIVE IN NATURE WITH FELLOW USERS AND BRANDS. SIFT THROUGH THE CLUTTER TO FIND ONLY THOSE CONVERSATIONS THAT CAN IMPACT YOUR BRAND. DON'T SKIMP ON SUPPLIES 91% REST ASSURED, THERE ARE EFFECTIVE TOOLS TO HELP YOU SUPPORT THE CUSTOMER. BEING ARMED WITH THE RIGHT RESOURCES CAN BE YOUR ULTIMATE LIFESAVER. OF CUSTOMERS WOULD USE A KNOWLEDGE BASE IF IT WERE AVAILABLE SOURCES AMERICAN EXPRESS SURVEY, 2011 salesforce WHITE HOUSE OFFICE OF CONSUMER AFFAIRS desk TOUCH AGENCY HARRIS INTERACTIVE MCKINSEY MULTICHANNEL CUSTOMER EXPERIENCE REPORT SHAW & IVENS

Surviving in Shark Infested Waters

shared by akhisaka on Aug 07
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Whether you’re online or in tropical waters, here are 10 potentially life-saving skills to survive any treacherous situation.

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desk.com

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Alex Hisaka

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Business
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