Customer Service in the Facebook Age
•Download as PPTX, PDF•
0 likes•388 views
The document discusses best practices for customer service in the age of social media. It emphasizes that the customer service team is on the front lines of customer communication. It provides guidelines for dealing with different types of customers and rules for an effective customer service approach, including listening to customers and rising above expectations. The presentation encourages attendees to focus on customer service, implement rules for excellent service, and go above and beyond for customers.
Recommended
Recommended
More Related Content
Similar to Customer Service in the Facebook Age
Similar to Customer Service in the Facebook Age (18)
More from KiKi L'Italien
More from KiKi L'Italien (20)
Recently uploaded
Recently uploaded (20)
Customer Service in the Facebook Age
- 1. CUSTOMER SERVICE IN THE FACEBOOK AGE KiKi L’Italien, President, Amplified Growth
- 2. #cesse12 @kikilitalien
- 3. The customer service team is the first line of attack and defense when it comes to customer communication. #cesse12 @kikilitalien *Customer Service: New Rules for A Social Media World. Peter
- 4. Meet Your Audience: • One-Time Complainer • Constant Complainer • Axe-to-Grind • Happy Customer • Prima Donna #cesse12 @kikilitalien
- 5. Rules of the Customer Service Road #cesse12 @kikilitalien
- 6. You Said It… In Your Day-To- Day…ROAR R _______________ O_______________ A _______________ R _______________ #cesse12 @kikilitalien
- 8. You WhenIt… Said Crisis Strikes…LUPR L _______________ U_______________ P _______________ R _______________ #cesse12 @kikilitalien
- 9. You Said It… From Members to Evangelists…WARS W _______________ A ________________ R ________________ S ________________ #cesse12 @kikilitalien
- 10. “There’s Nothing Cheap About Loyalty” #cesse12 @kikilitalien
- 11. Listen and Respond #cesse12 @kikilitalien
- 12. #cesse12 @kikilitalien
- 13. #cesse12 @kikilitalien
- 14. Action Items – WIFM or WIIFM 1. The People 2. Rules for the Customer Service Road 3. Rise Above and Beyond The Customer Service Triage
- 15. For More Information @kikilitalien kiki@amplifiedgrowth.net http://www.amplifiedgrowth.NET Sign up for the newsletter! #cesse12 @kikilitalien
- 16. Resources Images from shutterstock (yes, I actually pay for images) Customer Service: New Rules for a Social Media World, Peter Shankman Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon The Ultimate Online Customer Service Guide, Marsha Collier #cesse12 @kikilitalien
Editor's Notes
- 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