The Ultimate Online Customer Service Guide How to Connect with your Customers to Sell More!

by Collier, Marsha

• ISBN13: 9780470637708
• ISBN10: 0470637706
• Edition: 1st
• Format: Hardcover
• Copyright: 2011-01-04
• Publisher: Wiley

Summary

Social media is simply good old fashioned, high quality customer service that is more efficiently delivered and appropriately executed by technology. It's a vehicle for connection and engagement that provides businesses with the opportunity to build communities that serve an unlimited number of customers.The most successful users of social media as a customer service tool become part of their customers' lives, they follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in their own communities.The Ultimate Online Customer Service Guide will show readers how to become authentic and engaged servants to customers through social media. Using a blend of case studies, a primer on classic customer service maxims, and instructions on how to execute quality customer service, this book will help any business better understand the opportunities that social media presents as a means of serving customers. Key lessons include: Authentically using social media to connect with customers to boost your bottom line Attracting new customers through your online presence Achieving higher GMS (Gross Merchandise Sales) with quality customer service Consequences of the lack of customer service

Author Biography

Marsha Collier (www.marshacollier.com) is an online business authority, retail expert, radio personality, and bestselling author who trains individuals to make money online. She launched an eBay business in the early days of the site, becoming one of the world's forecast eBay entrepreneurs and a charter member o eBay's elite "PowerSellers" since 1998. The author of several bestselling For Dummies titles, she has built a following and has become an in-demand public speaker and media spokesperson.

Table of Contents

Introduction

The Art of Customer Service

Quality Real World Small Business Customer Service

Using Your Website To Connect With Your Customer

Developing a Blog to Engage Customers

Connecting with Your Customers Where They Play

Microblogging for Service, Fun and Profit

Checking Out Where Customers Review Your Business

Knowing Your Customers Expectations: How To Connect

Applications And Platforms To Make It Easier

How To Engage Your Employees As Brand Ambassadors

See How They Did It: Pioneers Of Online Community

Small Business Examples: How They Do It Right

Lessons from Big Business: Who Leads in Customer Service

Table of Contents provided by Publisher. All Rights Reserved.