Getting the most from your Customer Service Team
Liz Russell
The Plan
That light bulb moment Briefing the team Increasing revenues Solving the queries Learning more about your subscribers
That light bulb moment! (The best initiative in the world ever!)
Share it with Dovetail….. How could Dovetail implement it? What questions do the team have? What might be the roadblocks? Is there a better way? From experience what might the results
be?
Building and delivering the brief
Not just a campaign set up form…..
Explaining the initiative Sharing the creative or customer journey Sharing the expected outcome or targets Setting the guidelines
Building and delivering the brief
Think differently…..
Increasing revenues
Bold Chat
Up-sell
Cross-sell
Merchandise
Solving the queries
An efficient response increases propensity to renew…
“Only 5% of subscribers have made a conscious decision not to renew their subscription. The
remaining 95% are in various degrees of commitment and indecision. Among the waverers, customer service is a sensitive issue which has a material effect on their decision whether to renew
or not.” Jim Bilton SSS 2014
Solving the queries and learning more about your subscribers
Keep it simple
Provide guidelines to encourage autonomy
Talk to the team
Listen to calls
In Summary
Its all about:
Engagement
Empowerment
The right information
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