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

  • ID: 2218451
  • Book
  • 240 Pages
  • John Wiley and Sons Ltd
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Praise for @YourService

"Frank understands that one of the cheapest, most effective forms of marketing is called extraordinary customer service." Seth Godin, author of We Are All Weird

"Eliason shows you how to enchant your customers by building trust and likability with the small, personal touches. His wisdom is bound to make your business flourish in this new age of fast, free, and ubiquitous social media."
Guy Kawasaki, author of Enchantment and former chief evangelist of Apple

"At Zappos, we believe that if we get the culture right, then most of the other stuff, like delivering great customer service or building a long–term enduring brand, will happen naturally on its own. This book shows the clear impact that company culture can have on the customer experience."
Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.

"Compelling, personal, and illuminating, @YourService is a delight to read and essential if you have any influence at all on how your own company manages the customer experience!"
Don Peppers and Martha Rogers, PhD, coauthors of Extreme Trust: Honesty as a Competitive Advantage

"@YourService talks about what customer service really means in the networked world and helps you get there. It helps you face the changes you need to make in your corporate culture, and how to realize the benefits of superior customer service. There is a lot on the technology required, but the focus is always about how people treat people."
Craig Newmark, Customer Service Rep and founder of craigslist

Note: Product cover images may vary from those shown
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Foreword jeff jarvis xi

Foreword brian solis xv

Acknowledgments xxi

Chapter 1 This Could Be Your Brand 1

Chapter 2 Welcome to Our World of @YourService 7

Chapter 3 It Starts with a Capital C 18

Chapter 4 Do You Tell Your Customers Not to Call You? 25

Chapter 5 Let Me Check with My Boss 34

Chapter 6 The Social Media Hype 40

Chapter 7 The Starting Point 46

Chapter 8 The Snarky Web 51

Chapter 9 Scalable Intimacy 56

Chapter 10 Intimate Connections 65

Chapter 11 The Social Business 78

Chapter 12 Connecting 81

Chapter 13 The First Weeks at Comcast 86

Chapter 14 What Is Your Customer Guarantee? 92

Chapter 15 Tweet Tweet 99

Chapter 16 Driving Change in an Organization 109

Chapter 17 Social Customer Service Is a Failure 115

Chapter 18 An Inside Look at a Call Center 119

Chapter 19 The Basic Tenets of Service 130

Chapter 20 Is Service One of Your Values? 137

Chapter 21 Do You Trust Your Service Team? 142

Chapter 22 The Tail Wagging the Dog 149

Chapter 23 How Do You Speak? 158

Chapter 24 Startle Your Customer 166

Chapter 25 Responding to Social Media Crisis 171

Chapter 26 Doing Social Good 184

Chapter 27 Scale of Change 188

Chapter 28 Who Is Your Chief Customer Officer? 193

Chapter 29 The Power in You 197

Chapter 30 The Relationship Hub 201

Index 207

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Frank Eliason
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