High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce > PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts > PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts - Pg. 110: Safari Books Online

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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

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Contents

Table of Contents

PART ONE: Timeliness and Timelessness

PART TWO: High-Tech, High-Touch Anticipatory Customer Service

PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts

CHAPTER 8 The Rise of Self-Service: A Boon to Your Customers--But Only If You Do It Right

CHAPTER 9 Technological Change and Disabled Customers: A True Opportunity, If You Avoid the Missteps

CHAPTER 10 Shoulder Your Customer's Burden (and Make Sure You're Not Adding to It!)

CHAPTER 11 Anti-Social Media: Fears and Hazards of the New Landscape

CHAPTER 12 Social Service: Principles for Social Media Customer Service

CHAPTER 13 Listening: Your Ears Are Your Most Important Technology

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