At your service: how to attract new customers, increase sales, and grow your business using simple customer service techniques

A guide to refocusing your business on those who matter most: customers and employees.Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seemsas if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your businesson your customers and your employees, and just how to do it.Explains how to create a culture of empowered employees who understand the value of a great customer experienceAdvises on the need to communicate that experience to their customers and potential customersFrank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' hasbuilt a reputation for helping large businesses improve the way they connect with customers and enhance their relationshipsAt Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization. INDICE: ForewordChapter 1 This Could Be Your BrandChapter 2 Welcome to OurWorld of @YourServiceChapter 3 It Starts with a Capital 'C'Chapter 4 Do You Tell Your Customer's Not to Call You?Chapter 5 Let Me Check with My BossChapter6 The Social Media HypeChapter 7 The Starting PointChapter 8 The Snarky WebChapter 9 Scalable IntimacyChapter 10 Intimate ConnectionsChapter 11 The Social BusinessChapter 12 ConnectingChapter 13 The First Weeks At ComcastChapter 14 What is Your Customer Guarantee?Chapter 15 Tweet TweetChapter 16 Driving Changein an OrganizationChapter 17 Social Customer Service is a FailureChapter 18 An Inside Look at a Call CenterChapter 19 The Basic Tenets of ServiceChapter 20Who do you Trust Building Your Brand?Chapter 21 Building Trust AgentsChapter 22 Measuring SuccessChapter 23 Winning with your CustomersChapter 24 Creating Memorable ExperiencesChapter 25 Responding to Social Media CrisisChapter 26 Doing Social GoodChapter 27 Scale of ChangeChapter 28 Who is Your Chief CustomerOfficer?Chapter 29 The Power In YouChapter 30 The Relationship Hub

• ISBN: 978-1-118-21722-1
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 240
• Fecha Publicación: 09/05/2012
• Nº Volúmenes: 1
• Idioma: Inglés