The Five Biggest Mistakes your Social Customer Service Agents are Making
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Transcript of The Five Biggest Mistakes your Social Customer Service Agents are Making
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Carolyn Blunt BSc(Hons) FCIPDwww.real-results.co.uk
0161 408 [email protected]
The 5 Biggest Mistakes your Social
Customer Service Agents are Making
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About Carolyn Blunt
Tr a i n i n g e x p e r i e n c e 1 3 y r s +
C o n t a c t c e n t r e t r a i n i n g & H R D e x p e r t
R e a l R e s u l t s M D ( a w a r d w i n n i n g )
To p i n ‘ m o s t r e s p e c t e d ’ v o t e
C o - A u t h o r o f ‘ D e l i v e r i n g E ff e c t i v e
S o c i a l C u s t o m e r S e r v i c e ’
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About Real Results
B 2 B & B 2 C U t i l i t i e s , P o l i c e , S e c u r i t y ,
M a i n t e n a n c e , H o u s i n g , R e t a i l ,
I n s u r a n c e , F a c i l i t i e s M a n a g e m e n t e t c .
Te a m o f e x p e r t t r a i n e r s w o r k i n g
a c r o s s U K & I n t e r n a t i o n a l l y
C r e a t o r s o f o n l i n e t r a i n i n g r e s o u r c e
v i d e o s a n d g u i d e s f o r C o n t a c t C e n t r e s
w w w. c a t l i . c o . u k
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Carolyn Bluntwww.real-results.co.uk
“Mistake #1”The mistake that is losing customers…
sometimes without you even realising it
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Defensive, bored responses or hands-
tied by processes
82% of customers stop doing business with a brand after
bad service (Harris Interactive)
Carolyn Bluntwww.real-results.co.uk
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Carolyn Bluntwww.real-results.co.uk
“Mistake #2” The mistake that means customers will revert back to more expensive
channels
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Carolyn Bluntwww.real-results.co.uk
“Mistake #3” The mistake that often
ends up alienating, not
personalising the customer experience
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ScriptsTemplatesRepetition
Carolyn Bluntwww.real-results.co.uk
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Carolyn Bluntwww.real-results.co.uk
“Mistake #4” the mistake that
confuses customers and puts up barriers
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Ignoring difficult
conversations or responding
in overly formal voice
Carolyn Bluntwww.real-results.co.uk
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Carolyn Bluntwww.real-results.co.uk
“Mistake #5”The mistake that is
irritating your customers and making
them feel unloved
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Assuming your customer can self serve with links
when 76% of Twitter
usage is mobile
Carolyn Bluntwww.real-results.co.uk
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Finally....Questions? Comments?Free video www.catli.co.uk
www.real-results.co.uk
@CarolynBlunt Thank you Carolyn Blunt
www.real-results.co.uk