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How to Win at Customer Service

How to Win at Customer Service

Some believe that the first thing a Customer Service Representative should do when they are dealing with an issue is empathize with their client. Emotions are key when it comes to empathy, so how can one, in a world where almost everything is done via text, empathize?

In this talk, Marc will go over five key factors that drive almost every customer to get to the point of reaching out, how to “read between the lines” of their issue, and determine the emotional elements involved so that you, as a service rep, can empathize with your customer and give them the type of support that will earn you years of customer loyalty.

With over 20 years of experience in supporting customers through various forms of text, Marc knows the strengths and weaknesses of the medium and will show you how to maximize the power at your fingertips to make your customers happy.

Marc Benzakein

March 18, 2018
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  1. @MarcBenzak
    @DesktopServer
    https://serverpress.com @MarcBenzak
    @DesktopServer
    How to Win at
    Customer Service

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  2. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    CASE STUDY

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  3. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    THE EMAILS
    CASE STUDY
    [email protected]

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  4. @MarcBenzak
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  10. @MarcBenzak
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    https://serverpress.com Note: We Screwed Up

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  13. @MarcBenzak
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    CASE STUDY

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  14. @MarcBenzak
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    THE TWEETS
    CASE STUDY
    @DesktopServer: YOU SCREWED ME

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  19. @MarcBenzak
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  20. @MarcBenzak
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    CASE STUDY

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  21. @MarcBenzak
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    THE FACEBOOK
    CASE STUDY
    Hey! DesktopServer! You Screwed Me!

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  22. @MarcBenzak
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  23. @MarcBenzak
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  24. @MarcBenzak
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  25. @MarcBenzak
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    “When somebody says ‘you
    screwed me,’ it’s like someone is
    calling your baby ugly.”
    -Tony Perez,
    sucuri.net

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  26. @MarcBenzak
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  27. @MarcBenzak
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    ASK YOURSELF THESE 4 QUESTIONS

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  28. @MarcBenzak
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    ASK YOURSELF THESE 4 QUESTIONS
    • Is There Any Truth (Did We Screw Up)?

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  29. @MarcBenzak
    @DesktopServer
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    ASK YOURSELF THESE 4 QUESTIONS
    • Is There Any Truth (Did We Screw Up)?
    • Am I Reacting Logically or Emotionally?

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  30. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    ASK YOURSELF THESE 4 QUESTIONS
    • Is There Any Truth (Did We Screw Up)?
    • Am I Reacting Logically or Emotionally?
    • What Are They REALLY Saying Between the Lines?

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  31. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    ASK YOURSELF THESE 4 QUESTIONS
    • Is There Any Truth (Did We Screw Up)?
    • Am I Reacting Logically or Emotionally?
    • What Are They REALLY Saying Between the Lines?
    • Are They REALLY Calling My Baby Ugly?

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  32. @MarcBenzak
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    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)

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  33. @MarcBenzak
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    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)
    •Lack of Trust

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  34. @MarcBenzak
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    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)
    •Lack of Trust
    •Something Didn’t Go As Expected

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  35. @MarcBenzak
    @DesktopServer
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    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)
    •Lack of Trust
    •Something Didn’t Go As Expected
    •Pressure

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  36. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)
    •Lack of Trust
    •Something Didn’t Go As Expected
    •Pressure
    •Lack of Education or Information

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  37. @MarcBenzak
    @DesktopServer
    https://serverpress.com
    THE TOP 5 REASONS A CUSTOMER IS
    UPSET
    (According to Me)
    •Lack of Trust
    •Something Didn’t Go As Expected
    •Pressure
    •Lack of Education or Information
    •Panic

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  38. @MarcBenzak
    @DesktopServer
    https://serverpress.com

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  39. @MarcBenzak
    @DesktopServer
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  40. @MarcBenzak
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    Panic

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  41. @MarcBenzak
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    Panic
    Something Didn’t Go As Expected

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  42. @MarcBenzak
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    Panic
    Something Didn’t Go As Expected
    Lack of Education or Information

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  43. @MarcBenzak
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    Panic
    Something Didn’t Go As Expected
    Lack of Education or Information
    Lack of Trust

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  44. @MarcBenzak
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    Lack of Trust
    Something Didn’t Go As Expected
    Lack of Education or Information

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  45. @MarcBenzak
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    Lack of Trust
    Lack of Trust
    Lack of Trust
    Panic
    Panic Lack of Trust Lack Education or Information
    Lack Education or Information
    Pressure

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  46. @MarcBenzak
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    Lack of Trust
    Panic
    Lack of Trust
    Lack of Education or Information

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  47. @MarcBenzak
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    THINGS TO REMEMBER BEFORE
    ADDRESSING THE CUSTOMER
    •It’s a Team Effort
    • Not just with your co-workers, but also with your customer
    •YOUR Ego Doesn’t Count
    • But your company reputation does!
    •There is NO Place for Emotion
    • If you do not feel that you can remove emotion from your
    response, wait to respond or turn it over to someone else.
    •Don’t Take it Personally
    • And don’t get personal (It IS just business)

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  48. @MarcBenzak
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    CASE STUDY

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  49. @MarcBenzak
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    THE
    RESPONSE(s)
    CASE STUDY

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  50. @MarcBenzak
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  51. @MarcBenzak
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    Apology Addresses Panic
    • Educates
    • Establishes Trust by establishing ourselves as an expert

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  52. @MarcBenzak
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  53. @MarcBenzak
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  54. @MarcBenzak
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    Establishes us as an expert (Trust)
    Educates

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  55. @MarcBenzak
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  56. @MarcBenzak
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  57. @MarcBenzak
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    Trust: “Let’s become teammates”
    Trust: Education
    Trust: Reputation
    Trust: You’re in Charge

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  58. @MarcBenzak
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  59. @MarcBenzak
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  60. @MarcBenzak
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    TRUST PANIC
    PRESSURE
    EDUCATION
    DIDN’T GO AS EXPECTED

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  61. @MarcBenzak
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    TOTAL
    MELTDOWN!!!

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  62. @MarcBenzak
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  63. @MarcBenzak
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    Sometimes you have to
    push the customer to the
    edge before you can start
    bringing them back

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  64. @MarcBenzak
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  65. @MarcBenzak
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  66. @MarcBenzak
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    • Trust: Reminder, we are the experts

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  67. @MarcBenzak
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    • Trust: Reminder, we are the experts
    • Trust: Reminder, we want you to join our team

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  68. @MarcBenzak
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    • Trust: Reminder, we are the experts
    • Trust: Reminder, we want you to join our team
    • Education: Please review the information we gave you

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  69. @MarcBenzak
    @DesktopServer
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    Translation:
    SUCK IT UP, BUTTERCUP!

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  70. @MarcBenzak
    @DesktopServer
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    Translation:
    SUCK IT UP, BUTTERCUP!
    (And let’s fix this thing)

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  71. @MarcBenzak
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  72. @MarcBenzak
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    THE TURNING
    POINT

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  73. @MarcBenzak
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  74. @MarcBenzak
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  75. @MarcBenzak
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    Trust: Starting to rebuild and work as a teammate

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  76. @MarcBenzak
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    Trust: Starting to rebuild and work as a teammate
    Education: Recognition that he may not have all the answers

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  77. @MarcBenzak
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  78. @MarcBenzak
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  79. @MarcBenzak
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    Pressure

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  80. @MarcBenzak
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  81. @MarcBenzak
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    • Trust: Showing that he is our priority

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  82. @MarcBenzak
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    • Trust: Showing that he is our priority
    • Trust: Bringing in THE expert

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  83. @MarcBenzak
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  84. @MarcBenzak
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    Pressure

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  85. @MarcBenzak
    @DesktopServer
    https://serverpress.com

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  86. @MarcBenzak
    @DesktopServer
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    Trust: Working Together

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  87. @MarcBenzak
    @DesktopServer
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    Trust: Working Together
    Trust: We’re not going anywhere.

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  88. @MarcBenzak
    @DesktopServer
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  89. @MarcBenzak
    @DesktopServer
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    HEY! Look at this! We’re pals now!

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  90. @MarcBenzak
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    Trust: Constant updates despite no progress on resolution
    HEY! Look at this! We’re pals now!

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  91. @MarcBenzak
    @DesktopServer
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  92. @MarcBenzak
    @DesktopServer
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    RESOLUTION!!!

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  93. @MarcBenzak
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  94. @MarcBenzak
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    https://serverpress.com

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  95. @MarcBenzak
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  96. @MarcBenzak
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  97. @MarcBenzak
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  98. @MarcBenzak
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  99. @MarcBenzak
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  100. @MarcBenzak
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    The End
    Contact Info:
    Marc Benzakein
    [email protected]
    @MarcBenzak
    https://www.serverpress.com

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