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At Your Service

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

Author: Frank Eliason
Publisher: John Wiley & Sons
ISBN: 9781118217221
Published In: April 2012
Format: Hardback , 216 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

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Contents
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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.

Foreword

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 Customer's 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 Business

Chapter 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 Who do you Trust Building Your Brand?

Chapter 21 Building Trust Agents

Chapter 22 Measuring Success

Chapter 23 Winning with your Customers

Chapter 24 Creating Memorable Experiences

Chapter 25 Responding to Social Media Crisis

Chapter 26 Doing Social Good

Chapter 27 Scale of Change

Chapter 28 Who is Your Chief Customer Officer?

Chapter 29 The Power In You

Chapter 30 The Relationship Hub

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.