At Your Service [electronic resource] : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

Cover image for At Your Service [electronic resource] : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

ISBN:

9781118286883

Title:

At Your Service [electronic resource] : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

Author:

Eliason, Frank.

Personal Author:

Eliason, Frank.

Edition:

Publication Information:

Hoboken : Wiley, 2012.

Physical Description:

1 online resource (242 p.)

General Note:

Description based upon print version of record.

Contents:

At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques; Contents; Foreword: Jeff Jarvis; Foreword: Brian Solis; Acknowledgments; Chapter 1: This Could Be Your Brand; Chapter 2: Welcome to Our World of @YourService; Chapter 3: It Starts with a Capital C; Chapter 4: Do You Tell Your Customers Not to Call You?; Chapter 5: Let Me Check with My Boss; Chapter 6: The Social Media Hype; Chapter 7: The Starting Point; Chapter 8: The Snarky Web; Chapter 9: Scalable Intimacy; Chapter 10: Intimate Connections

Chapter 11: The Social BusinessChapter 12: Connecting; Chapter 13: The First Weeks at Comcast; Chapter 14: What Is Your Customer Guarantee?; Chapter 15: Tweet Tweet; Chapter 16: Driving Change in an Organization; Chapter 17: Social Customer Service Is a Failure; Chapter 18: An Inside Look at a Call Center; Chapter 19: The Basic Tenets of Service; Chapter 20: Is Service One of Your Values?; Chapter 21: Do You Trust Your Service Team?; Chapter 22: The Tail Wagging the Dog; Chapter 23: How Do You Speak?; Chapter 24: Startle Your Customer; Chapter 25: Responding to Social Media Crisis

Chapter 26: Doing Social GoodChapter 27: Scale of Change; Chapter 28: Who Is Your Chief Customer Officer?; Chapter 29: The Power in You; Chapter 30: The Relationship Hub; Index

Subject Term:

BUSINESS & ECONOMICS / General.

Corporate culture.

Customer relations.

Customer services.

Format:

Electronic Resources

Electronic Access:

Click here to view book
http://angliss.eblib.com.au/patron/FullRecord.aspx?p=822000

Publication Date:

2012

Publication Information:

Hoboken : Wiley, 2012.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

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 seems as 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 business on 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 experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships

At 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.

Author Notes

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.