Marsha Collier

The Ultimate Online Customer Service Guide Lib/E Marsha Collier

Social media is simply good old fashioned, high quality customer service that is more efficiently delivered and appropriately executed by technology. Its a vehicle for connection and engagement that provides businesses with the opportunity to build communities that serve an unlimited number of customers. The most successful users of social media as a customer service tool become part of their customers lives, they follow back. They handle complaints immediately. They wish customers happy birthday. They grow their brands by involving themselves in their own communities. The Ultimate Online Customer Service Guide will show readers how to become authentic and engaged servants to customers through social media. Using a blend of case studies, a primer on classic customer service maxims, and instructions on how to execute quality customer service, this book will help any business better understand the opportunities that social media presents as a means of serving customers. Key lessons include: Authentically using social media to connect with customers to boost your bottom line Attracting new customers through your online presence Achieving higher GMS (Gross Merchandise Sales) with quality customer service Consequences of the lack of customer service