{"product_id":"at-your-service-how-to-attract-new-customers-increase-sales-and-grow-your-business-using-simple-customer-service-techniques-hardback-9781118217221","title":"At Your Service; How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques (Hardback) 9781118217221","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eAt Your Service\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eHow to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eFrank Eliason (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781118217221, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 27 April 2012\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e240 pages\u003cbr\u003e23.6 x 16 x 2.2 cm, 0.431 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cb\u003eA guide to refocusing your business on those who matter most: customers and employees.\u003c\/b\u003e  \u003cp\u003eTechnology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. \u003ci\u003eAt Your Service\u003c\/i\u003e explains the importance of refocusing your business on your customers and your employees, and just how to do it.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eExplains how to create a culture of empowered employees who understand the value of a great customer experience\u003c\/li\u003e \u003cli\u003eAdvises on the need to communicate that experience to their customers and potential customers\u003c\/li\u003e \u003cli\u003eFrank Eliason, recognized by \u003ci\u003eBusinessWeek\u003c\/i\u003e as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAt Your Service\u003c\/i\u003e will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eForeword \u003ci\u003eJeff Jarvis\u003c\/i\u003e xi\u003c\/p\u003e \u003cp\u003eForeword \u003ci\u003eBrian Solis\u003c\/i\u003e xv\u003c\/p\u003e \u003cp\u003eAcknowledgments xxi\u003c\/p\u003e \u003cp\u003eChapter 1 This Could Be Your Brand 1\u003c\/p\u003e \u003cp\u003eChapter 2 Welcome to Our World of @YourService 7\u003c\/p\u003e \u003cp\u003eChapter 3 It Starts with a Capital \u003ci\u003eC\u003c\/i\u003e 18\u003c\/p\u003e \u003cp\u003eChapter 4 Do You Tell Your Customers Not to Call You? 25\u003c\/p\u003e \u003cp\u003eChapter 5 Let Me Check with My Boss 34\u003c\/p\u003e \u003cp\u003eChapter 6 The Social Media Hype 40\u003c\/p\u003e \u003cp\u003eChapter 7 The Starting Point 46\u003c\/p\u003e \u003cp\u003eChapter 8 The Snarky Web 51\u003c\/p\u003e \u003cp\u003eChapter 9 Scalable Intimacy 56\u003c\/p\u003e \u003cp\u003eChapter 10 Intimate Connections 65\u003c\/p\u003e \u003cp\u003eChapter 11 The Social Business 78\u003c\/p\u003e \u003cp\u003eChapter 12 Connecting 81\u003c\/p\u003e \u003cp\u003eChapter 13 The First Weeks at Comcast 86\u003c\/p\u003e \u003cp\u003eChapter 14 What is Your Customer Guarantee? 92\u003c\/p\u003e \u003cp\u003eChapter 15 Tweet Tweet 99\u003c\/p\u003e \u003cp\u003eChapter 16 Driving Change in an Organization 109\u003c\/p\u003e \u003cp\u003eChapter 17 Social Customer Service is a Failure 115\u003c\/p\u003e \u003cp\u003eChapter 18 An Inside Look at a Call Center 119\u003c\/p\u003e \u003cp\u003eChapter 19 The Basic Tenets of Service 130\u003c\/p\u003e \u003cp\u003eChapter 20 Is Service One of Your Values? 137\u003c\/p\u003e \u003cp\u003eChapter 21 Do You Trust Your Service Team? 142\u003c\/p\u003e \u003cp\u003eChapter 22 The Tail Wagging the Dog 149\u003c\/p\u003e \u003cp\u003eChapter 23 How Do You Speak? 158\u003c\/p\u003e \u003cp\u003eChapter 24 Startle Your Customer 166\u003c\/p\u003e \u003cp\u003eChapter 25 Responding to Social Media Crisis 171\u003c\/p\u003e \u003cp\u003eChapter 26 Doing Social Good 184\u003c\/p\u003e \u003cp\u003eChapter 27 Scale of Change 188\u003c\/p\u003e \u003cp\u003eChapter 28 Who is Your Chief Customer Officer? 193\u003c\/p\u003e \u003cp\u003eChapter 29 The Power in You 197\u003c\/p\u003e \u003cp\u003eChapter 30 The Relationship Hub 201\u003c\/p\u003e \u003cp\u003eIndex 207\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52417758429464,"sku":"9781118217221","price":16.36,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781118217221_261817.jpg?v=1784507127","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/at-your-service-how-to-attract-new-customers-increase-sales-and-grow-your-business-using-simple-customer-service-techniques-hardback-9781118217221","provider":"Freshly Printed Books","version":"1.0","type":"link"}