“How to Deliver Customer Service Like Amazon” – A Customer Service Management Best Practices Workshop
Customers expect a modern, complete self-service customer experience. They expect us to know them and to anticipate their needs. Modern customer-centric companies like Amazon, AirBNB, Zappos and Uber have raised the bar for all of us.
They have mastered a powerful paradox – they deliver the best customer service in the world and you cannot talk to them – because you don’t need to. Modernization of the customer service experience may be a matter of corporate survival – as many who compete with these thought leaders have found out.
Per a recent survey of 200 managers in customer service roles, some of their biggest challenges are disconnected processes, siloed departments, and the degree of manual process work – impacting customer service delivery end to end.
If you want to dramatically improve your customer service execution, Evergreen’s ½ Day Customer Service Workshop can show you how the leaders do this, and how you can use this to begin transforming your customer service now.
8:00 - 8:30 am: Check In and Breakfast
8:30 - 9:30 am: Modern Customer Service Best Practices
9:30 - 9:45 am: Modern Customer Service Experience Demo Part 1 (Built on ServiceNow)
9:45 - 10:00 am: Break
10:00 - 10:45 am: The Collaborative Homepage and Power of Knowledge - Design and Best Practices for Durable Customer Loyalty
10:45 – 11:30 am: End to End Workflow and Management, Proactive Service
11:30 - 11:45 am: Modern Customer Service Experience Demo Part 2 (Built on ServiceNow)
11:45 - 12:00 pm: Q&A
- Get a clear picture of a powerful, potential “future state” of customer service in your business
- Learn the 5 design principles for creating “Amazon like” customer self-service your customers will love
- Understand the key functional areas that underpin successful, modern customer service delivery, and how to use them to your benefit
- Learn the power & use of an end to end, enterprise wide customer service design approach for building consistent, high quality customer experiences
- Learn the magic combination of self-service + workflow / automation for “lights out” customer service – to make customers happier, deliver service faster and streamline / eliminate work
The Modern Customer Service Best Practices session educates you on market leading customer service best practices from self-service to advanced issue routing and resolution. We identify & review the core, essential processes underpinning effective customer-centric self-service such as customer service portal design guidance, navigation, content and customer service governance & ownership. This section concludes with a brief demo showcasing a customer self-service, support portal experience, built on these key components.
We then dive deeper into the idea and use of a Collaborative Homepage approach for product / service support, where the customers and providers come together in a single, powerful experience. This is followed by best practices in workflow and accountability for end to end service delivery, and principles of proactive support. We conclude with a brief demo showcasing the customer service solution from the service provider’s perspective, and wrapping up with Q&A.
It is a fun, fast paced 3 hours, where you can also meet and interact with your peers in the industry, facing the same challenges that you are.