September 19, 2019 — Η Εξυπηρέτηση Πελατών παίζει μεγάλο ρόλο μέσα σε μια επιχείρηση, είναι το κλειδί επιτυχίας. Σωστή εξυπηρέτηση των πελατών, θα βοηθήσει να θέσετε τις προσδοκίες και να επιλύστε τυχών προβλήματα που θα έχουν οι πελάτες με τα προϊόντα/υπηρεσίες που παρέχετε. Καθώς, μέσα από την διερεύνηση αναγκών των πελατών θα γίνει συνεχής βελτίωση της ποιότητας των υπηρεσιών/προϊόντων που προσφέρετε.

Presentation Slides »

April 14, 2019 — In 2015 while running my previous business Action Gear we won the eCommerce Awards for “Best Customer Service in SA”. My topic would run through the key concepts for online business owners to know in order for them to be able to offer brilliant customer service too.

February 4, 2019 — We all know the basics of good customer service, we just tend to hate doing the work. I absolutely love to infect people with my obsession to do business differently. Mostly through sharing my adventures and misadventures with customers, as well as sharing tips and tricks on how I do this with my WooCommerce store and stay sane. It makes for great conversation so I love for people to ask as many questions as possible. I may just throw a few bow ties at the people who ask the best questions.

January 11, 2019 — Sales is all about relationships and managing expectations. We are all in sales, where we realize or not, like it or not. I’ll share some personal story around my start as an introverted artists and designer who was socially awkward and how I overcame that to become a top producing salesperson. How not being a salesperson can be your strongest asset in actually making sales, if you find your authentic voice, know your craft and get interested in the art and science of creative communication and psychology.

Though I have a framework for this including practical scenarios, it will be somewhat interactive and focus driven by preferences of those in attendance. We’ll be looking at the why behind methods from which you can build on. The first step is getting comfortable with being uncomfortable. We’ll do some of that, but I promise not to make it too scary.

This is not a talk about funnels, prospects, conversions and the like though that all is super important and we’ll touch on it. This is focused on communication tools and self work to overcome your internal roadblocks.

Takeaways:

You’ll get a copy of the slide deck to include a list of common sales and communications “challenges” and how to deal with them.
A process map of the anatomy stages of a sales cycle, (what to communicate when, how and why) specifically tailored to creative work.
Some basic personality assessment tools to clarify your personality and communication style, how to identify your clients and then how to adapt accordingly.

Presentation Slides »

August 31, 2017 — In this session I will be covering the importance of good customer service and the powerful impact your support team has on your business. I will discuss practices to use and practices to avoid. I’ll take poor customer service examples and show how they could be handled differently and turned into excellent customer outcomes.

I’ll also cover the steps to develop and implement an all star customer service program.
This will include the secrets to providing super service, general support standards, and how to get things right for your customers. I’ll discuss why it’s important to go the extra mile to make and keep your customers happy so that they turn into returning customers and brand ambassadors.

May 28, 2017 — There is so much information put out there about growing a business, about SEO or marketing in general. One area that doesn’t get much love is customer service.

You can get the clients in the door, but then what happens? You want to do a great job but at the end of the day you’re stressed out because things are all over the place. The client wants this or that and it was never discussed.

In this talk, I want to discuss ways to provide an excellent customer service experience while keeping you sane and your bills paid.

March 25, 2017 — Talk fatto al WordPress Meetup Marzo 2017 Episodio 20: «Spring is Coming».

October 8, 2016 — Scaling Your WordPress Support for Growth

Supporting your products well is one of the best ways to ensure solid growth of your company. But growth also puts additional strain on your support team. This presentation will give you tools to understand how to scale your support before your team gets overwhelmed.

There are several important factors that go into scaling a support team. The primary ones revolve around the following:
Understanding Support is Generated from Sales
Knowing How Much Support You Can Sustain
Knowing How Much Time you Need to Train New Staff
This presentation will cover those items in detail with tools, resources, and live data based on our experiences at WordImpress

Presentation Slides »

June 21, 2016 — So you have created a plugin or a theme for WordPress. Awesome! It doesn’t stop there. We will discuss why great support matters and give you simple ways to get a reputation for excellent support without increasing your time or effort.

Presentation Slides »

January 23, 2016 — Coś dla szukających pomocy na supporcie i dla tych, którzy chcieliby tej pomocy udzielać. Po prezentacji stanie się jasne kiedy warto zainwestować w płatny support i w jaki sposób zadawać pytania, by nie kwalifikować się do grona najtrudniejszych klientów. Przybliżony zostanie też profil klientów, których należy spodziewać się podczas pracy przy supporcie WordPress’a

Prezentacja obejmuje:
1. Krótkie porównanie supportu bezpłatnego i płatnego:
– Co można napisać na bezpłatnym?
– Czego nie można robić na płatnym?
2. Typy klientów na płatnym suporcie. W szczególności te niemiłe typy.
3. Kilka dobrych rad, jak zmniejszyć czas otrzymania pomocy na płatnym supporcie.

Presentation Slides »