Customer Service Mar 08
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Transcript of Customer Service Mar 08
CUSTOMER SERVICE - TRENDS AND IDEAS
Dave's TeamMarch '08Campbell
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Eist le fuaim na habhann agus gheobhaidh tú breac.
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Eist le fuaim na habhann agus gheobhaidh tú breac.
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Rational
Emotive
Intuitive
Desire
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A new approach to marketing
Research
Marketing Communications
PR/Reputation Management
Customer Service
Engagement/Conversation
Consumers
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Collaboration
DesignReferral
Recommendation
Simplicity
ConversationCustomer Voice
ListeningPersonableHuman
Empathetic
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Checklist• Simplicity – design customer experience• Listening• Join your queue• Media is changing • Customers are more informed• Collaboration and organisations• Customers have a voice• Conversation builds trust• Exceed expectation – call back, last agent• Devotion