Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation /
By: Blunt, Carolyn [author.].
Contributor(s): Hill-Wilson, Martin [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: 658.812Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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Standard Loan | ATU Sligo Yeats Library Main Lending Collection | 658.812 BLU (Browse shelf(Opens below)) | 1 | Available | 0090745 |
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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.