Customer Service in the Facebook Age
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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
Notas del editor
- 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