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7 Values Of Customer Happiness At Crew

7 Values Of Customer Happiness At Crew (pickcrew.com)

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7 Values Of Customer Happiness At Crew

  1. 1. 7 Values of Customer Happiness At Crew pickcrew.com @pickcrew
  2. 2. 1. Tone The Crew voice is friendly, helpful, knowledgeable and trustworthy.
  3. 3. 2. Attention to detail Everyone makes mistakes. Mistakes are inevitable when you write hundreds of emails a day, but they are also avoidable. Small errors include: typos, name mix-ups, etc. It’s likely you’ll make some mistakes, but it’s when these mistakes reoccur and happen often there is an issue. These mistakes do not require more training or knowledge, they require diligence and commitment.
  4. 4. 3. Transparent If we want to be trusted by our customers, it’s important that we are 100% honest. If you don’t know something, don’t ‘fake’ it. Admit that you don’t and go and find the answer. If we may not be able to do something, don’t say we can. It’s better that we manage expectations upfront, then disappoint later down the road.
  5. 5. 4. Responsive Speed is important when it comes to support. Our customers are waiting on us to provide crucial information that can help them get closer to what they came to Crew to accomplish. All emails should be answered as soon as possible without compromising the quality of a response.
  6. 6. 5. Fair The most basic rule in sales is ‘the customer is always right’. Because Crew is an online marketplace we have two customers: - People posting projects looking for a designer/developer - Designers/Developers Both customers are equally important. We always have to look out for the best interests of all of our members. We need to be balanced and fair with both customers and set the right expectations. We must be agreeable, supportive, understanding, and diplomatic.
  7. 7. 6. Patient It can be tempting to try and dash through your inbox, but we need to be sure we're giving quality answers, even to people who we think might not become a customer. We must offer a positive experience to everyone we come in contact with.
  8. 8. 7. Personal If we cannot take the time to write a good email, why would someone bother replying? We must be human, not use a one-size-fits-all approach.
  9. 9. 7 Values of Customer Happiness At Crew pickcrew.com @pickcrew