customer service in the facebook age
TRANSCRIPT
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
#cesse12
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
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