“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. 

Workshop Agenda:

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

Workshop Benefits:

  • 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.

Contact us today for more information or visit our Workshops page for current dates and locations!