The Social Customer Service Revolution: How to Re-Define the Way You Serve Your Customers in the 21st Century Martin Hill-Wilson

ISBN: 9781118662670

Published: September 10th 2013

Hardcover

320 pages


Description

The Social Customer Service Revolution: How to Re-Define the Way You Serve Your Customers in the 21st Century  by  Martin Hill-Wilson

The Social Customer Service Revolution: How to Re-Define the Way You Serve Your Customers in the 21st Century by Martin Hill-Wilson
September 10th 2013 | Hardcover | PDF, EPUB, FB2, DjVu, talking book, mp3, ZIP | 320 pages | ISBN: 9781118662670 | 10.45 Mb

This book, written by two experts from the customer service industry, will guide you through the maze of integrating social media into traditional customer service methods.It will enable companies to benchmark where they are at with devising andMoreThis book, written by two experts from the customer service industry, will guide you through the maze of integrating social media into traditional customer service methods.It will enable companies to benchmark where they are at with devising and implementing a strategy, from the top down, or serve as a starting point for smaller companies who havent yet started to input any social media element to their customer service relations.The reader will be shown the advantages to having such a strategy - from avoiding the pitfalls of customers destroying their brand credibility online (eg United Breaks Guitars) to saving millions of pounds by encouraging customers to self-serve online and therefore deflect some volume away from the contact centre and solve/avoid problems (eg British Gas 13m You Tube campaign showing customers how to avoid burst pipes in cold weather.)



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