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Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation /

By: Blunt, Carolyn, 1976- [author.].
Contributor(s): Hill-Wilson, Martin, 1954- [author.].
Publisher: Chichester : John Wiley & Sons, 2013Description: xii, 238 pages : illustrations ; 24 cm.Content type: text $2 rdacontent | text | still image Media type: unmediated $2 rdamedia | unmediated Carrier type: volume $2 rdacarrier | volumeISBN: 9781118662670 (hbk.); 9781118662670:; 1118662679 (hbk.).Subject(s): Customer services | Consumer satisfaction | Customer relations -- ManagementDDC classification: 658.812
Contents:
Machine generated contents note: 1.Where Were You When It All Changed? -- 2.Understanding Social Customer Behaviour -- 3.The Ecosystem for Social Customer Service -- 4.The Roadmap for Social Customer Service -- 5.Using Peer-to-Peer Support in Your Service Strategy -- 6.How to Use Facebook for Social Customer Service -- 7.How to Use Twitter as a Service Channel -- 8.Reputation and Crisis Management -- 9.The Legalities of Social Interaction -- 10.One Agenda: PR, Marketing and Customer Service Working Together.
Summary: This title explores how to design and execute a winning social media customer service strategy. Social media is the future of customer service, but successfully integrating it into your current practices is a perilous challenge rife with questions. In this book, two customer service industry experts guide you through the process of integrated social media into your traditional customer service infrastructure.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
Standard Loan Standard Loan ATU Sligo Yeats Library Main Lending Collection 658.812 BLU (Browse shelf(Opens below)) 1 Available 0090745
Total holds: 0

Includes index.

Machine generated contents note: 1.Where Were You When It All Changed? -- 2.Understanding Social Customer Behaviour -- 3.The Ecosystem for Social Customer Service -- 4.The Roadmap for Social Customer Service -- 5.Using Peer-to-Peer Support in Your Service Strategy -- 6.How to Use Facebook for Social Customer Service -- 7.How to Use Twitter as a Service Channel -- 8.Reputation and Crisis Management -- 9.The Legalities of Social Interaction -- 10.One Agenda: PR, Marketing and Customer Service Working Together.

This title explores how to design and execute a winning social media customer service strategy. Social media is the future of customer service, but successfully integrating it into your current practices is a perilous challenge rife with questions. In this book, two customer service industry experts guide you through the process of integrated social media into your traditional customer service infrastructure.

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