Building a Customer Service Culture
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Transcript of Building a Customer Service Culture
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@electra
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@zapposinsights
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@frankeliason
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@nichole_kelly
A leading live chat software provider
Check them out at www.velaro.com
@velaro_inc
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason #custserv #customerservice
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How important is culture in providing
exceptional customer service and how can you
prevent it from becoming lip service from the
executive team?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can companies turn a customer service
culture into a competitive advantage?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can companies figure out what “their
culture” is or should be?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How do you develop the right criteria to quickly
determine whether or not someone is a good fit?
What do you do when you realize someone
doesn’t share the company’s values?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What do you do if you don’t have senior level
buy-in for making a culture change?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What should a company do to be prepared for
providing service on social channels?
How is it different than routing
a call to a call center?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
Who is doing a great job of making the customer
service culture transition?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How important are options like live chat on your
website to the customer service experience?
Are there other types of customer service tools
you recommend?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
What are the important factors when hiring
employees for online customer service?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
how can companies measure customer service
impact on profitability?
How can you measure the ROI of customer
service?
#smedigital @jasonfalls @electra @zapposinsights
@frankeliason
How can you make a customer service culture
part of your company?
How can you get buy-in or implement the tips
we’ve heard?
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