customer service in the facebook age

CUSTOMER SERVICE IN THE FACEBOOK

AGE

KiKi L’Italien, President, Amplified Growth

#cesse12@kikilitalien

#cesse12@kikilitalien

The customer service team is the first line of attack and defense when it comes to customer communication.

*Customer Service: New Rules for A Social Media World. Peter Shankman

@kikilitalien

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Meet Your Audience:• One-Time

Complainer

• Constant Complainer

• Axe-to-Grind

• Happy Customer

• Prima Donna

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Rules of the Customer Service Road

You Said It…

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In Your Day-To-Day…ROAR

R _______________

O_______________

A _______________

R _______________

You Said It…

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When Crisis Strikes…LUPR

L _______________

U_______________

P _______________

R _______________

You Said It…

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From Members to Evangelists…WARS

W _______________

A ________________

R ________________

S ________________

“There’s Nothing Cheap About Loyalty”

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#cesse12@kikilitalien

Listen and Respond

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Action Items – WIFM or WIIFM1. The People2. Rules for the Customer Service

Road3. Rise Above and Beyond

The Customer Service Triage

For More Information

#cesse12@kikilitalien

@kikilitalien

kiki@amplifiedgrowth.net

http://www.amplifiedgrowth.NET

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Resources

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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