How we provide great customer service
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Transcript of How we provide great customer service
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How we provide great customer service
Joshua Porter, Co-founder
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“The process of setting up Performable was much
easier than I expected, due in large part to excellent
customer service and easy-to-use software. When
their sta! promises something, they deliver - even if
it is customized code to meet your needs. All the way
around, using Performable has been a pleasant
surprise. Set up was faster than I would have thought
possible. Thanks Performable!”
Kristin Larsen, MyStrategicPlan.com
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Visit us: performable.com Call us: 1-888-268-6035
Principles
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Principles
1. Customer service = personal relationships
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Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
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Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
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Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
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Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
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Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
6. CS improves your product, period.
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Visit us: performable.com Call us: 1-888-268-6035
Tactics
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Tactics
1. Everybody at Performable does support, we rotate responsibility daily
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Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
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Visit us: performable.com Call us: 1-888-268-6035
Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
3. Do post-mortems on failures, figuring out exactly what went wrong
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Visit us: performable.com Call us: 1-888-268-6035
Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
3. Do post-mortems on failures, figuring out exactly what went wrong
4. Complete transparency, we often have and keep conversations public
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Visit us: performable.com Call us: 1-888-268-6035
Technologies
Tried Zendesk, then Tender,
now using Assistly.
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Visit us: performable.com Call us: 1-888-268-6035
Technologies
We use Salesforce to monitor and
hand o! from sales.
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Visit us: performable.com Call us: 1-888-268-6035
Technologies
We use our own tool, Performable, to unify a customer’s experience
and provide support over time.
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“Good service pleases both the giver and the recipient by the beauty of the
performance, thereby enhancing life and adding value to an event that would
otherwise be only a transaction.”
James Hillman, Kinds of Power
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Thank you!