Customer Service in the Facebook Age

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  • 1. Customer Service in the Facebook Age
  •  2. What makes good customer service? What about bad customer service?I asked and here’s what you said…
  • 3. Good customer service starts with people – your people – having the right team
  • 4. So you need to know your audience…and how to handle each type of person
  • 5. We all need rules – and for customer service in the Facebook Age we have rules
  • 6. Rules of the Road for CS along the way…ROAR – the importance of listeningROAR: Responsibility – Opportunity – Awareness – Results
  • 7. Taco Bell HoaxSocrates had it right. You have to know your organization first before anything else will be successful.
  • 8. When Crisis Strikes – LUPRLUPR: Listen – Understand – Plan – Respond
  • 9. Turning Members into Evangelists – WARS – creating loyalty PLUSWARS – Welcome – Appreciated – Return – Share
  • Up In the Air quote…story
  • 11. Rules to live by – Listen and Respond. One rule to rule them all!
  • American Red Cross Example
  • National Association of Clean Water Agencies (NACWA)
  • 14. How You’re Going to Do Something With All of This…Your CS Social Triage
  • For More Information - @kikilitalien on Twitter, kiki@amplifiedgrowth.net on email, kiki_litalien on Skype, or check out my blogs, website, and newsletter.
  • Resources – some great books I used as reference for this presentation
  • Customer Service in the Facebook Age

    1. 1. CUSTOMER SERVICE IN THE FACEBOOK AGE KiKi L’Italien, President, Amplified Growth
    2. 2. #cesse12 @kikilitalien
    3. 3. The customer service team isthe first line of attack anddefense when it comes tocustomer communication. #cesse12 @kikilitalien*Customer Service: New Rules for A Social Media World. Peter
    4. 4. Meet Your Audience: • One-Time Complainer • Constant Complainer • Axe-to-Grind • Happy Customer • Prima Donna#cesse12 @kikilitalien
    5. 5. Rules of the Customer ServiceRoad #cesse12 @kikilitalien
    6. 6. You Said It… In Your Day-To- Day…ROAR R _______________ O_______________ A _______________ R _______________#cesse12 @kikilitalien
    7. 7. You WhenIt… Said Crisis Strikes…LUPR L _______________ U_______________ P _______________ R _______________#cesse12 @kikilitalien
    8. 8. You Said It… From Members to Evangelists…WARS W _______________ A ________________ R ________________ S ________________#cesse12 @kikilitalien
    9. 9. “There’s Nothing Cheap AboutLoyalty”#cesse12 @kikilitalien
    10. 10. Listen and Respond#cesse12 @kikilitalien
    11. 11. #cesse12 @kikilitalien
    12. 12. #cesse12 @kikilitalien
    13. 13. Action Items – WIFM or WIIFM1. The People2. Rules for the Customer Service Road3. Rise Above and Beyond The Customer Service Triage
    14. 14. For More Information @kikilitalien kiki@amplifiedgrowth.net http://www.amplifiedgrowth.NET Sign up for the newsletter!#cesse12 @kikilitalien
    15. 15. ResourcesImages from shutterstock (yes, I actually pay forimages)Customer Service: New Rules for a Social MediaWorld, Peter ShankmanExceptional Service, Exceptional Profit, LeonardoInghilleri and Micah SolomonThe Ultimate Online Customer Service Guide, MarshaCollier #cesse12 @kikilitalien

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