At Your Service How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

by Eliason, Frank

• ISBN13: 9781118217221
• ISBN10: 1118217225
• Edition: 1st
• Format: Hardcover
• Copyright: 2012-04-24
• Publisher: Wiley

Summary

This book relates to everyone who has ever been frustrated by Customer service, or the lack of focus on employees and Customers over the years. Ultimately, this book will appeal to CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision. Not since the second industrial revolution has business seen such change going on at once. In the past 30 years we have seen the technology revolution, but today we have a poor economy, worker frustration, social media and the millennial generation impacting business in new ways. There is an external power shift happening in business as customers are taking companies' brand messages away from marketing and PR. Trust of businesses is at or near an all time low. Internally, CEOs seek to understand their customers at all levels as they have a workforce who not only wants to provide that understanding, they are demanding it. There is change in the air. This book provides insights into how customers are changing the landscape of business and what businesses needs to do to respond in today's business world. We will review the current state of business, then provide answers to the new world we will experience. Whether we realize it or not, the revolution in business is upon us.

Author Biography

Frank Eliason has built his career on building relationships with a diverse community of employees, Consumers, Small Business Owners, and Corporate Customers. He has been described as the "most famous Customer service manager in the United States, and possibly the world," as a result of his revolutionary approach to Customer relations while Director of Digital Care at Comcast. After leaving Comcast, Frank joined Citibank as the SVP of Social Media Strategy. His work has been recognized by many news organizations, including ABC News, CNN, Bloomberg TV, the New York Times, and Bloomberg Businessweek. He is also one of the most sought-after thought leaders on social media and Customer experience, and regularly participates in panels and speaking engagements.

Table of Contents

Foreword	p. xi
Foreword	p. xv
Acknowledgments	p. xxi
This Could Be Your Brand	p. 1
Welcome to Our World of @YourService	p. 7
It Starts with a Capital C	p. 18
Do You Tell Your Customers Not to Call You?	p. 25
Let Me Check with My Boss	p. 34
The Social Media Hype	p. 40
The Starting Point	p. 46
TheSnarkyWeb	p. 51
Scalable Intimacy	p. 56
Intimate Connections	p. 65
The Social Business	p. 73
Connecting	p. 81
The First Weeks at Comcast	p. 86
What Is Your Customer Guarantee?	p. 92
Tweet Tweet	p. 99
Driving Change in an Organization	p. 109
Social Customer Service Is a Failure	p. 115
An Inside Look at a Call Center	p. 119
The Basic Tenets of Service	p. 130
Is Service One of Your Values?	p. 137
Do You Trust Your Service Team?	p. 142
The Tail Wagging the Dog	p. 149
How Do You Speak?	p. 158
Startle Your Customer	p. 166
Responding to Social Media Crisis	p. 171
Doing Social Good	p. 184
Scale of Change	p. 188
Who Is Your Chief Customer Officer?	p. 193
The Power in You	p. 197
The Relationship Hub	p. 201
Index	p. 201
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