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.

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Marc Benzakein

March 18, 2018
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Transcript

  1. @MarcBenzak @DesktopServer https://serverpress.com @MarcBenzak @DesktopServer How to Win at Customer

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

  3. @MarcBenzak @DesktopServer https://serverpress.com THE EMAILS CASE STUDY youscrewedme@youscrewedme.com

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

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

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

  14. @MarcBenzak @DesktopServer https://serverpress.com THE TWEETS CASE STUDY @DesktopServer: YOU SCREWED

    ME
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  16. @MarcBenzak @DesktopServer https://serverpress.com

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

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

  21. @MarcBenzak @DesktopServer https://serverpress.com THE FACEBOOK CASE STUDY Hey! DesktopServer! You

    Screwed Me!
  22. @MarcBenzak @DesktopServer https://serverpress.com

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

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

  25. @MarcBenzak @DesktopServer https://serverpress.com “When somebody says ‘you screwed me,’ it’s

    like someone is calling your baby ugly.” -Tony Perez, sucuri.net
  26. @MarcBenzak @DesktopServer https://serverpress.com

  27. @MarcBenzak @DesktopServer https://serverpress.com ASK YOURSELF THESE 4 QUESTIONS

  28. @MarcBenzak @DesktopServer https://serverpress.com ASK YOURSELF THESE 4 QUESTIONS • Is

    There Any Truth (Did We Screw Up)?
  29. @MarcBenzak @DesktopServer https://serverpress.com ASK YOURSELF THESE 4 QUESTIONS • Is

    There Any Truth (Did We Screw Up)? • Am I Reacting Logically or Emotionally?
  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?
  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?
  32. @MarcBenzak @DesktopServer https://serverpress.com THE TOP 5 REASONS A CUSTOMER IS

    UPSET (According to Me)
  33. @MarcBenzak @DesktopServer https://serverpress.com THE TOP 5 REASONS A CUSTOMER IS

    UPSET (According to Me) •Lack of Trust
  34. @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
  35. @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
  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
  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
  38. @MarcBenzak @DesktopServer https://serverpress.com

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

  40. @MarcBenzak @DesktopServer https://serverpress.com Panic

  41. @MarcBenzak @DesktopServer https://serverpress.com Panic Something Didn’t Go As Expected

  42. @MarcBenzak @DesktopServer https://serverpress.com Panic Something Didn’t Go As Expected Lack

    of Education or Information
  43. @MarcBenzak @DesktopServer https://serverpress.com Panic Something Didn’t Go As Expected Lack

    of Education or Information Lack of Trust
  44. @MarcBenzak @DesktopServer https://serverpress.com Lack of Trust Something Didn’t Go As

    Expected Lack of Education or Information
  45. @MarcBenzak @DesktopServer https://serverpress.com Lack of Trust Lack of Trust Lack

    of Trust Panic Panic Lack of Trust Lack Education or Information Lack Education or Information Pressure
  46. @MarcBenzak @DesktopServer https://serverpress.com Lack of Trust Panic Lack of Trust

    Lack of Education or Information
  47. @MarcBenzak @DesktopServer https://serverpress.com 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)
  48. @MarcBenzak @DesktopServer https://serverpress.com CASE STUDY

  49. @MarcBenzak @DesktopServer https://serverpress.com THE RESPONSE(s) CASE STUDY

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  51. @MarcBenzak @DesktopServer https://serverpress.com Apology Addresses Panic • Educates • Establishes

    Trust by establishing ourselves as an expert
  52. @MarcBenzak @DesktopServer https://serverpress.com

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

  54. @MarcBenzak @DesktopServer https://serverpress.com Establishes us as an expert (Trust) Educates

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

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

  57. @MarcBenzak @DesktopServer https://serverpress.com Trust: “Let’s become teammates” Trust: Education Trust:

    Reputation Trust: You’re in Charge
  58. @MarcBenzak @DesktopServer https://serverpress.com

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

  60. @MarcBenzak @DesktopServer https://serverpress.com TRUST PANIC PRESSURE EDUCATION DIDN’T GO AS

    EXPECTED
  61. @MarcBenzak @DesktopServer https://serverpress.com TOTAL MELTDOWN!!!

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

  63. @MarcBenzak @DesktopServer https://serverpress.com Sometimes you have to push the customer

    to the edge before you can start bringing them back
  64. @MarcBenzak @DesktopServer https://serverpress.com

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

  66. @MarcBenzak @DesktopServer https://serverpress.com • Trust: Reminder, we are the experts

  67. @MarcBenzak @DesktopServer https://serverpress.com • Trust: Reminder, we are the experts

    • Trust: Reminder, we want you to join our team
  68. @MarcBenzak @DesktopServer https://serverpress.com • Trust: Reminder, we are the experts

    • Trust: Reminder, we want you to join our team • Education: Please review the information we gave you
  69. @MarcBenzak @DesktopServer https://serverpress.com Translation: SUCK IT UP, BUTTERCUP!

  70. @MarcBenzak @DesktopServer https://serverpress.com Translation: SUCK IT UP, BUTTERCUP! (And let’s

    fix this thing)
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  72. @MarcBenzak @DesktopServer https://serverpress.com THE TURNING POINT

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

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

  75. @MarcBenzak @DesktopServer https://serverpress.com Trust: Starting to rebuild and work as

    a teammate
  76. @MarcBenzak @DesktopServer https://serverpress.com Trust: Starting to rebuild and work as

    a teammate Education: Recognition that he may not have all the answers
  77. @MarcBenzak @DesktopServer https://serverpress.com

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

  79. @MarcBenzak @DesktopServer https://serverpress.com Pressure

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

  81. @MarcBenzak @DesktopServer https://serverpress.com • Trust: Showing that he is our

    priority
  82. @MarcBenzak @DesktopServer https://serverpress.com • Trust: Showing that he is our

    priority • Trust: Bringing in THE expert
  83. @MarcBenzak @DesktopServer https://serverpress.com

  84. @MarcBenzak @DesktopServer https://serverpress.com Pressure

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

  86. @MarcBenzak @DesktopServer https://serverpress.com Trust: Working Together

  87. @MarcBenzak @DesktopServer https://serverpress.com Trust: Working Together Trust: We’re not going

    anywhere.
  88. @MarcBenzak @DesktopServer https://serverpress.com

  89. @MarcBenzak @DesktopServer https://serverpress.com HEY! Look at this! We’re pals now!

  90. @MarcBenzak @DesktopServer https://serverpress.com Trust: Constant updates despite no progress on

    resolution HEY! Look at this! We’re pals now!
  91. @MarcBenzak @DesktopServer https://serverpress.com

  92. @MarcBenzak @DesktopServer https://serverpress.com RESOLUTION!!!

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

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

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  100. @MarcBenzak @DesktopServer https://serverpress.com The End Contact Info: Marc Benzakein marc@serverpress.com

    @MarcBenzak https://www.serverpress.com