hey miles here miles Becker calm this
video is all about customer service
you're gonna not only learn and
understand why customer service is such
a big deal for your business but I'm
gonna teach you how to get trained and
how to build the systems in your
business so you can get great at
customer service which can be a huge
asset to your business and then you can
pass it off to someone who can manage it
for you because as an entrepreneur there
are obviously better things for you to
do with your time
but knowing what's going on in your
business from a customer perspective
through customer service can be
incredibly valuable for your business
and I like to think of customer service
as an opportunity to impress your
customers an opportunity to leave a
lasting mark with your customers of how
great you actually are there's some very
large businesses that have quickly grown
to a billion dollars a year in revenue
that take this same sort of philosophy
and I've worked in customer support call
centers for years and years and years
before going all-in on the Digital side
of the world so I've got a lot of
real-world corporate kind of cubicle
style experience and there's enough data
from big companies that says this is
vitally important for your business so
there's one really big misunderstood
phrase in the world of customer support
and that is that the customer is always
right and you hear this touted around
it's kinda like one of those headlines
that that everybody seems to all the
fake gurus seem to say the same headline
and it's not exactly true I think the
truth of the situation is that your
customer thinks they're always right
that they are right it doesn't
necessarily mean that they are but
that's the thought process that's going
in through their head and as a customer
service representative your job is to
find out what's their ultimate goal and
to do whatever you can to really help
them achieve their goal and even if
you're the CEO and your business and
you're doing support every day guess
what for that hour or two hours or
whatever it was for you you are a
customer service representative so you
need to get great at the process and
again seeing that process as an
opportunity for you to really give a
powerful positive experience with your
brand right most of your customers have
the interaction of your front end
content maybe your advertisement maybe
your funnel but they don't necessarily
engage very often with a real person
when they have a challenge downloading
their files or they want a refund or
something didn't work right or they
bought it twice and they need one of
them refunded and you are
johnny-on-the-spot you close that ticket
within 12 hours you give them a really
good experience you say hey thanks I
maybe even add something else Digital on
if they had a challenge or a problem
they're gonna walk away thinking wow I
took a leap of faith on buying this
random thing I clicked on a Facebook ad
I entered my email address and then I
bought this thing and and I was always a
little curious if there was any real
people here if this was a scam and they
just did me right Wow in that moment you
may have actually gained a customer for
life and you may have actually improved
your lifetime value not to mention you
might get that little social share from
them saying hey I just had a little
experience with so-and-so's customer
support and they really did me right the
flip mode of this is a lot of people who
use a review websites whether it's
Google reviews whether it's Yelp
whatever those review websites are a lot
of those people are only going to log in
when they feel burned and if you're the
person who makes them feel burned
because they think they're always right
and you don't realize that you don't
work within that framework that they're
coming from mentally they the odds of
them burning you are much higher odds
and them giving you a one-star review
and fussing how the flamethrower
unfortunately are very high so that's
another reason why it's really important
to move forward and give great customer
service so what if you've never done
customer support before right like what
if this is totally new to you well I
think the best place for you to go is
Zappos insights calm Zappos is the shoe
retailer that was bought by Amazon and
that grew it's an amazing story of a
very lean startup that started as a
WordPress website the guy walked to his
local or drove to his local shoe store
and essentially asked the owner like hey
can I take pictures of your shoes I'm
trying to sell him online if I sell any
I'll pay full retail from you I just
want to prove this model so he got his
Minimum Viable Product up running on a
basic WordPress website and he has
really focused that business on creating
Wow
experiences for their customers through
the customer support world then they
decided to give away their entire
training manual for customer support so
you can get it again at Zappos insights
comm up top there's the customer service
training tab you click on that and you
can go in and it's got like two aspects
so you can look at it from a kind of
managerial role and then you can look at
it from a frontline you are actually a
customer representative so I recommend
you go through this yourself and
obviously when you bring in new
teammates you want to get them to go
through it as well and it's so important
for you to actually master the art
master the craft before you hand it off
you're never going to be able to hand
off your business's customer support
unless you know how to do it so it does
start with you actually doing the work
so that's the training that's some of
the best world-class training that you
can possibly get your hands on and it's
available free for you it just takes
time
mastering the process and ultimately
love your customers right it really does
come down to this idea of your customers
are ultimately the kind of machine that
runs the the business right your
business is a cash flow machine and your
customers are the most important people
in that world and somebody even if
they're asking for a refund right now
you don't necessarily know what their
life circumstances are in this moment
they might turn out to be a very very
valuable customer in the future as long
as you honor their request in the now
again you never know what people are
going through at this moment in their
life so if they're a little Curt if
they're a little short if they're a
little maybe even aggressive understand
they might have a lot going on in their
life at this moment in time
do your best to remove the emotions you
are simply kind of the conduit for them
to achieve what they want to get there
ultimate goal if it's within reason help
them achieve their goal generally I've
got a 60-day money-back guarantee on all
the products on my wife's website so
many emails beyond a 60 - asking for a
refund I'm gonna give it to them right
like I'm not gonna be an absolute
stickler I want to be known in our
business I want my team and our
customers to know us as someone who's
there to do the right thing by our
customers because we know that our
contents great our products are great
and if they have a positive experience
with us the odds of them coming back are
significant so
we always take that aspect and we love
every single customer even the ones who
go and ask for refunds it just is a
natural part of business it's going to
happen and there's no avoiding it let's
talk about the the technical side of
things one of the first things I think
is super important for you to do is get
your customer support and your support
email out of your inbox and out of a
inbox you don't want to be managing your
customer support through a gmail inbox
or a webmail inbox at your company you
obviously want support at your domain
comm to be a very easy to find email
address you do want it to be inside of
the emails that you send people you want
it to be inside of the members area if
you have a members area you really want
them to know easily how to get ahold of
you and then for you on your end I
recommend you run it through freshdesk
now I've looked there's a lot of
different ticketing systems and if you
want to do a bunch of research and go
find the perfect one for you go for it
the the kind of joke is that there is no
perfect one right you'll find the best
one that'll kind of get you most of the
things you feel like you need so you can
get going this is really important and
freshdesk is like a free one and I'm
kind of a you know I'm I'm a lean
entrepreneur right I'm a bootstrapper so
I like the free one you can grow it for
like 19 bucks a month when you bring on
additional teammates to buy them their
own accounts but for your first account
it's free so the first big goal is to
get the support out of your inbox and
into an actual customer support system
what this will allow you to do is start
to build up your library of templates
and your canned responses they might
have different names in different
systems but you're gonna notice that you
probably get one of seven or eight
emails over and over and over for us is
I can't download this mp3 and it's funny
because people on iPhones they can never
figure how to download it the Steve Jobs
decided not to give you the ability to
download files on your phone right so
it's a physical limitation of their
hardware we have a template that tells
them you got downloaded from your
computer and move it over from iTunes
thank you Steve Jobs and Apple maybe
grab another dongle on your way out so
we have these canned responses that tell
them how to accomplish their goal
there's a refund we have a canned
response for that and if people are
asking questions about products that
or directly related our team knows to go
search for a blog post that's relevant
to their question and send them the
helpful free content that we've already
created to help them get their answers
as best they can so you build this
library of templates or canned responses
and then when you see these emails pop
back in you're able to just go grab that
template that canned response fire it
off make any little changes you need and
it really really speeds up your time
inside of the customer service role
inside of that kind of inbox of customer
support or the ticket system then when
you're ready to bring someone on you're
ready to bring a teammate all those
canned responses are there all of those
kind of templates you've built over time
are there and you have this huge
database of tickets that are now closed
and resolved that you can have them go
through to start to learn about the
types of questions that your customers
ask if you're inside of a gmail account
and they're having to go in it not only
gets frightfully messy inside of an
email account but it's really
challenging to give other people access
to it if they're in another country
Google and Gmail is gonna be like hey
wait wait wait you can't log into this
account we need to verify you and you
need to make sure you have a system
that's always on always available for
your customer service rep and you might
be sleeping and Gmail might be trying to
alert you with some four number digit
code to get them access to the account
so build it in the right system do the
work yourself learn to become a master
of customer support realize that
customer support very much can become a
huge asset generating site of your
business just like it was for Zappos the
fact that Zappos got so well known for
having such good customer support made
other people that much more willing to
buy their shoes from Zappos again it
became a billion dollar company which is
you know just an amazing growth story
and a huge part of that growth is Zappos
approach to customer service they did
customer service in a new unique niche
right there was online shoes and they
did support and service in a way that no
one else was willing to do that built
their name up almost instantly as the
go-to people for buying shoes online
because for any reason you want to
return it you always know you can return
it to a zap
Rep if you just want to call and talk to
somebody literally you can just call and
talk to Zappos reps I think they
actually award people for the longest
calls they have and I think there's been
like a seven or eight hour call right so
their whole philosophy of customer
support is you want the engagement those
long engagements with customers are huge
for your brand value it's gonna make
them talk about it to their sphere it's
gonna make them more comfortable with
your brand it's gonna make them more
willing to be one of those life long
customers who spends hundreds thousands
I don't know maybe tens of thousands of
dollars with your business and I know
some of you on this channel have hundred
thousand dollar plus lifetime customer
value and you just never know who's
gonna ascend to that level sometimes
relationships get off to Rocky starts
and one good customer service experience
can convince that person to come back
and try again when the timing is right a
bad experience in that rocky start and
it's game over and not only is it game
over they might go burn you on Google
Yelp and on social media because
everyone thinks today of like oh well
I'm gonna take my business from you and
I'm gonna go flame you on social media
that is kind of a default response and
people's willingness to flame you when
they've had a bad kind of experience is
actually a lot higher than their
willingness to go give the five-star
review unfortunately it's just kind of
the way of life really I think that's
the core of it the big tech idea is get
it out of your inbox go get started on
freshdesk
run everything through they have really
simple instructions you go into your
email address within your control panel
and you just set it to forward over to
their system and when someone emails
your support at your domain calm it just
Auto generates a ticket in the ticketing
system when you log in you see all the
tickets that are new you see all the
tickets that are applied you can set
yourself a window I shoot to have every
ticket answered within 12 hours that is
a business wide kind of goal of all of
our customer support representatives we
have two full-time people who run our
customer support and they work Friday
Saturday Sunday right every day seven
days a week it's a 12-hour turnaround
because I want to surprise people with
how quick we are how attentive we are
how helpful we are I try to go the extra
mile especially if you're dealing with
digital download
products it really costs us nothing I
mean I'm talking a matter of pennies in
order to deliver a product to someone so
if someone had a bad experience with a
product they weren't sure about it this
that the other I oftentimes offer them a
complimentary product for free instead
like hey we can give you that refund but
would you like our higher-end product
that might give you the goal that you
wanted because ultimately they made that
purchase for a reason they want results
and if they didn't feel like they got it
from that first product and they're
wanting a refund maybe giving them
something free that will help them get
that that result that they truly want
maybe that's the actual approach there
but we always really just try to take
care of our customers we want them to
know that any problems you have just
come to our support team they're there
to help you out that is their job is to
help you out in many senses and I think
you take that approach because when you
build a customer centric business and
you do your customers right it's just so
I just can't tell you the number of
times we have people who if they get a
refund for whatever reason on that first
one but man they stick around for three
years and they keep buying our stuff may
become members and throwing our
membership for three or four years and
it all started with them maybe
accidentally clicking yes upgrade me on
the one-click upsell in our initial
funnel and the fact that we got back
really quick within four or five hours
we said yep no problem we've got this
refund for you it'll be in your account
in a couple of days the fact that that
experience happened so quick after that
refund request made them think wow like
I can trust these people
ah there you go trust that's the key to
making sales online that's the key to
growing your business and I truly
believe that having excellent customer
service is the key to building that
trust quickly and effectively get on
freshdesk get it out of your inbox learn
the skill master the skill yourself and
then pass it off I was doing customer
support for my wife and I until it got
to about two to three hours per day when
I was like everyday going in with 6070
tickets and a lot of responses to our
email address our broadcast emails go in
there that was when it was time for me
to bring someone on full-time and I
brought someone on who was excellent at
customer support she is in the
Philippines I ran that job listing in
the United States Canada and the
Philippines the girl in the Philippines
had the best qualifications she managed
the
call center so she was not only kind of
a customer support experienced
individual like a professional in that
in that space
she actually managed a team of people
which is what I wanted I wanted somebody
who's proven to be able to make
executive decisions she pretty much has
the ability to give away anything any
product we offer up to $97 at any time
she does not need to authorize that
through me at all I trust her enough to
move forward and do that her rate is
very reasonable for us and she's great
she runs all of these when I brought her
on for those three four hours a day I
started adding other tasks getting her
helping out with Pinterest getting her
helping out with site audits and doing
lots of little other tasks I brought her
on full-time when I knew I had about
three or four hours a day for seven days
a week and I needed to find that extra
maybe two three hours a day for the five
days a week for her to work and that was
my hat over the fence to find more
valuable tasks for her to be able to
work she has become an absolute integral
part of my business then the last thing
I'll leave you with when you find a
customer support rep who's great they
show up they treat your customers well
they do the work they're in the system
they're out on their efficient and they
give great support be sure you give them
raises be sure you take care of them if
you don't someone else will someone will
fish them away so I pay my team very
generously because I want them to stick
around for the long term because I don't
have to think about that aspect of my
business in any way shape or form I know
I rest easy at night knowing that our
customers are taken care of and I know
that my customer support rep who takes
care of them is taking care of because
I'm paying her bills and I'm paying her
well so she has no desire to go find a
local job I'm paying her better than the
local jobs she has no desire to go kind
of jump ship to another digital business
because I pay her more than most digital
businesses would pay customer support
representatives because I honor her in
that way and I'm really helpful and
thankful for her for her help I hope
this has been helpful for you really
take time to get to know it can be
challenging when people are frustrated
with your product if it's something you
built on your own learn to be to turn
off the emotions for that experience get
in get out get them to refund it's so
much easier if somebody's just just
complaining in a long email about
everything that was wrong just scroll
the bottom are they asking for a refund
if they are ignore everything say great
your refunds in process it'll be to you
in two days and
move on to the next don't internalize
all their ideas and what you should do
this that the other realize that they're
in a unique place in their life help
them achieve their goal as quickly as
you can and then get on to the next get
done with everything in that support box
so you can get back to the money-making
side of the business creating your
content and growing your list and
growing your customer list that's the
path I really really think you need to
pay close attention to what's going on
in your customer support I do get in my
customer support box very often so does
Melanie we would like to stay up on
things last thing this might be like the
fourth last thing in the video I use
slack as an app for the communication so
if my customer support team has a
question for me that they want to just
ping me a super quick question like hey
I think they're asking about this is
that right they shoot me a message in
slack and I'm able to reply right on the
app on my phone or it pops up on my
computer so slack is like our chat
interface me and my customer support rep
and then she's inside of the freshdesk
which is where we run our support thanks
for your time be good to your customers
and your customers will be good to you
love your customers even the ones that
ask for refunds we all ask for a refund
from time to time and we all like it
when it's quick and easy and it's done
right it leaves us a good feeling and
your customers just people remember how
you make them feel right and if you make
them feel like you heard what they were
asking for you accomplished what they
did even if it's coming from a
challenging situation and they wanted a
refund and they feel like they were
taken care of that's what they're gonna
remember when they walk away that you
made them feel good you made them feel
like you righted a wrong and that is
really important that's how you grow a
business long term based on kick-ass
customer support all right thanks for
your time give me a thumbs up like do
what you do engage how you want to
engage I look forward to connecting with
you on the next video I got one coming
out in about two days so subscribe if
you haven't already if you have
subscribed hit the bell and I look
forward to connecting with you in a
couple days until then be well
#Best Education Page #Online Earning
online earning,make money online, earn money online, online earning, online earning sites,
make money online free, online money income, earn money online free, money online, best way to earn money online, online income site, money earning websites, best online earning sites, easiest way to earn money online, earn money payment bkash, online money income site
Posts
No comments:
Post a Comment