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20 effective ways to build a better customer experience

Afsana
March 03, 2019

20 effective ways to build a better customer experience

You can also watch me on ( https://wordpress.tv/2019/04/10/afsana-multani-20-effective-ways-to-build-a-better-customer-experience/ )

There is a nice quote about the importance of customer service in any business - “Customer service shouldn't just be a department, it should be the entire company."

Afsana has lived this very well as a Customer Support Executive with https://thedotstore.com, which is a venture of https://multidots.com. She is an Artist and a WordPress enthusiast. She recently started an initiative called "iamwplearner", as a knowledge sharing activity with a dream of helping the local as well as WordPress community through different channels and languages. She has an experience of Organising the WordCamp Ahmedabad 2018!

Each and every customer in this world seeks a remarkable experience when they interact with the company or business.

During her presentation about “20 effective ways to build a better customer experience." includes effective ways and valuable tricks who are looking to build a better customer experience in 2019! Whether you are a leader, techie, non-tech, or a frontend developer, we are going to explore more. She has shared her experience and ways that help to interact and provide a great quality of customer support.

For detail explanation of each slide: - You can review her blog:
https://iamwplearner.com/

To know more about Afsana, please visit here:
https://afsanamultani.com/about-afsana/

Thank you :)

Afsana

March 03, 2019
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Transcript

  1. 3. Take good care • “If you do not take

    care of your customers, then Someone else will” • Attention • Solving their doubts • Ask periodically if they happy working
  2. Add your personal Touch • Personal touch to any solution

    give immense attention of your customer • Take their problem as yours • Balance between Human and technology 4.
  3. Be responsive & Polite Polite words and Humble request are

    the Key point of customer service. • In any situation be humble • If there is any boiling situations:- Use words and feed them some Rasgullas to add sweetness in the situation, by apology. • This helps to coordinate and customer will start listen to you. 5.
  4. Don’t be lazy • Do not waste customers Time -

    makes them Angry • Be quick on your response • Ask them to wait while you review their query • Update ongoing task status • Increase chances of Refunds 6.
  5. Maintain Support Channel • Live Chat - Online Chat -

    Crisp • CRM Tools (HelpScout) • Share your online and offline time • Share important Doc links, when offline 7 .
  6. 8. Monitor Core Updates • Updated websites • Update Plugin

    and Themes, • Periodically check with different products compatibility • Check Version updates
  7. 9. Greet your customer • “Your customer does not care

    how much you know, but how much you care” • Use First Name • Research says, customer becomes more happy when they find personal attention.
  8. Many time we find statements that says:- - • We

    are not responsible for any kind of issues or damage caused” But what it should be - - Personal Commitment - You have my words to get it done - I will review it personally to resolve your query - I will personally take care of problem faced by you or inconvenience that caused. 10. Provide your personal Assurance
  9. 11. Say Thank you! Mahatma Gandhi Says - “Customer is

    doing a favour by giving us the opportunity to serve” - Say Thank you when provide details - Say Thank you even if they complains - Say thank you for contacting - Say thank you for purchase
  10. Spend enough time with your customer • Customer need Speed,

    but it is not always a need. Instead spending enough time with customer will work way too good. • Overcome obstacles that faced by customer, due to lack of information shared. 12.
  11. Establish your guidelines Create Positive environment in the Team •

    Establish your own guidelines • According to your company’s culture and business structure. 13.
  12. 14. Ask for testimonial • As you are providing Great

    Service - Ask Customer’s Testimonial • Take time to review those Testimonials • Use Social Media to share those reviews
  13. Positive/Negative Feedback • The other important point is What if

    there is a Negative Feedback? • Many a time we think,, whether to approve this feedback or how to reply on negative feedback? 15.
  14. 16. Close feedback loop • Closing loop is very important

    to maintain trust and relation with customers. • When Customer shares his/her Feedback or review, Video testimonial, • You have to close this loop by responding your Thank you reply: • on time - quicky
  15. Show empathy to Customer “ I know, how important the

    product is to you” “I understand, how upsetting it is” “I understand your concerns” 17.
  16. 18. Use your word wisely Don’t: I don’t know I

    can’t do this/I Can’t help you “NO” it is not possible (It diminishes the value of your business) Do’s: “Even if you do not know, say it in proper way” - End your answer with some positive light. - I am sorry, John, I would love to help you, but I do not have this information at this moment. Please allow me sometime and will get back to you shortly.
  17. 19. Welcome customers Complaints Complaints are: - key to success

    - Helps to grow - To change Take it positive
  18. 20. Do extra for your customer “ Always give people

    more than what they expect” - Create your Brand - Eg: StarBucks - Give your customer a reason to work with you. - This is something no one can copy it or buy it or sell it. .
  19. • Those are a few of my suggestions or an

    experience. • What are some ways that your company monitors in customer service? • Write me on: https://iamwplearner.com / and will discuss
  20. ধন বাদ Q/A Catch me on: Read More on “https://iamwplearner.com/”

    Tweeter @afsana_multani Slack @afsana multani Insta @iamwplearner