How are you ensuring the quality, consistency and speed of the response of your social customer service agents? In this insightful session Carolyn Blunt, co-author of 'Delivering Effective Social Customer Service', offers a people perspective on the challenge of social customer service, including practical steps to improve your social customer service performance through leadership, technology and training.

1. Carolyn Blunt BSc(Hons) FCIPD
www.real-results.co.uk
0161 408 2003
hello@real-results.co.uk
The 5 Biggest Mistakes
your Social Customer
Service Agents are
Making

2. About Carolyn Blunt
T r a i n i n g e x p e r i e n c e 1 3 y r s +
C o n t a c t c e n t r e t r a i n i n g & H R D e x p e r t
R e a l R e s u l t s M D ( a w a r d w i n n i n g )
T o p i n ‘ m o s t r e s p e c t e d ’ v o t e
C o - A u t h o r o f ‘ D e l i v e r i n g E f f e c t i v e S o c i a l
C u s t o m e r S e r v i c e ’

3. About Real Results
B 2 B & B 2 C U t i l i t i e s , P o l i c e , S e c u r i t y ,
M a i n t e n a n c e , H o u s i n g , R e t a i l , I n s u r a n c e ,
F a c i l i t i e s M a n a g e m e n t e t c .
T e a m o f e x p e r t t r a i n e r s w o r k i n g a c r o s s U K
& I n t e r n a t i o n a l l y
C r e a t o r s o f o n l i n e t r a i n i n g r e s o u r c e
v i d e o s a n d g u i d e s f o r C o n t a c t C e n t r e s
w w w . c a t l i . c o . u k

4. Carolyn Blunt
www.real-results.co.uk
“Mistake #1”
The mistake that is
losing customers…
sometimes without you
even realising it

5. Defensive, bored responses or
hands-tied by processes
82% of customers stop doing business
with a brand after bad service
(Harris Interactive)
Carolyn Blunt
www.real-results.co.uk

6. Carolyn Blunt
www.real-results.co.uk
“Mistake #2”
The mistake that
means customers will
revert back to more
expensive channels

7. Please email us
generic@annoying.com
Carolyn Blunt
www.real-results.co.uk

8. Carolyn Blunt
www.real-results.co.uk
“Mistake #3”
The mistake that often
ends up alienating, not
personalising the
customer experience

9. Scripts
Templates
Repetition
Carolyn Blunt
www.real-results.co.uk

10. Carolyn Blunt
www.real-results.co.uk
“Mistake #4”
the mistake that
confuses customers
and puts up barriers

11. Ignoring difficult
conversations or
responding in overly
formal voice
Carolyn Blunt
www.real-results.co.uk

12. Carolyn Blunt
www.real-results.co.uk
“Mistake #5”
The mistake that is
irritating your customers
and making them feel
unloved

13. Assuming your customer
can self serve with links
when 76% of Twitter
usage is mobile
Carolyn Blunt
www.real-results.co.uk

14. Finally....
Questions? Comments?
Free video www.catli.co.uk
www.real-results.co.uk
@CarolynBlunt
Thank you Carolyn Blunt
www.real-results.co.uk