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

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

Author: Frank Eliason  

Publisher: John Wiley & Sons Inc‎

Publication year: 2012

E-ISBN: 9781118286883

P-ISBN(Hardback):  9781118217221

Subject: F719 服务业

Language: ENG

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Description

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.

Chapter

Contents

pp.:  7 – 11

Foreword: Jeff Jarvis

pp.:  11 – 13

Foreword: Brian Solis

pp.:  13 – 17

Acknowledgments

pp.:  17 – 23

Chapter 2: Welcome to Our World of @YourService

pp.:  27 – 33

Chapter 3: It Starts with a Capital C

pp.:  33 – 44

Chapter 4: Do You Tell Your Customers Not to Call You?

pp.:  44 – 51

Chapter 5: Let Me Check with My Boss

pp.:  51 – 60

Chapter 6: The Social Media Hype

pp.:  60 – 66

Chapter 7: The Starting Point

pp.:  66 – 72

Chapter 8: The Snarky Web

pp.:  72 – 77

Chapter 9: Scalable Intimacy

pp.:  77 – 82

Chapter 10: Intimate Connections

pp.:  82 – 91

Chapter 11: The Social Business

pp.:  91 – 104

Chapter 12: Connecting

pp.:  104 – 107

Chapter 13: The First Weeks at Comcast

pp.:  107 – 112

Chapter 14: What Is Your Customer Guarantee?

pp.:  112 – 118

Chapter 15: Tweet Tweet

pp.:  118 – 125

Chapter 16: Driving Change in an Organization

pp.:  125 – 135

Chapter 17: Social Customer Service Is a Failure

pp.:  135 – 141

Chapter 18: An Inside Look at a Call Center

pp.:  141 – 145

Chapter 19: The Basic Tenets of Service

pp.:  145 – 156

Chapter 20: Is Service One of Your Values?

pp.:  156 – 163

Chapter 21: Do You Trust Your Service Team?

pp.:  163 – 168

Chapter 22: The Tail Wagging the Dog

pp.:  168 – 175

Chapter 23: How Do You Speak?

pp.:  175 – 184

Chapter 24: Startle Your Customer

pp.:  184 – 192

Chapter 25: Responding to Social Media Crisis

pp.:  192 – 197

Chapter 26: Doing Social Good

pp.:  197 – 210

Chapter 27: Scale of Change

pp.:  210 – 214

Chapter 28: Who Is Your Chief Customer Officer?

pp.:  214 – 219

Chapter 29: The Power in You

pp.:  219 – 223

Chapter 30: The Relationship Hub

pp.:  223 – 227

Index

pp.:  227 – 233

LastPages

pp.:  233 – 243

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