How to Win at Customer Service

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

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

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

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

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

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

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

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

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@MarcBenzak @DesktopServer https://serverpress.com “When somebody says ‘you screwed me,’ it’s like someone is calling your baby ugly.” -Tony Perez, sucuri.net

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

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

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

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

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

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@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

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@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

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

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

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

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

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

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@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

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

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@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)

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

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

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@MarcBenzak @DesktopServer https://serverpress.com Apology Addresses Panic • Educates • Establishes Trust by establishing ourselves as an expert

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

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@MarcBenzak @DesktopServer https://serverpress.com Trust: “Let’s become teammates” Trust: Education Trust: Reputation Trust: You’re in Charge

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

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

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@MarcBenzak @DesktopServer https://serverpress.com Sometimes you have to push the customer to the edge before you can start bringing them back

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

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

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@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

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@MarcBenzak @DesktopServer https://serverpress.com Translation: SUCK IT UP, BUTTERCUP!

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

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@MarcBenzak @DesktopServer https://serverpress.com THE TURNING POINT

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

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@MarcBenzak @DesktopServer https://serverpress.com Trust: Starting to rebuild and work as a teammate Education: Recognition that he may not have all the answers

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

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

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@MarcBenzak @DesktopServer https://serverpress.com • Trust: Showing that he is our priority • Trust: Bringing in THE expert

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

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

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

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

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@MarcBenzak @DesktopServer https://serverpress.com Trust: Constant updates despite no progress on resolution HEY! Look at this! We’re pals now!

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

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