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At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

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Contents

Table of Contents

Foreword Jeff Jarvis

Foreword Brian Solis

Acknowledgments

Chapter 1: This Could Be Your Brand

Chapter 2: Welcome to Our World of @YourService

Chapter 3: It Starts with a Capital C

Chapter 4: Do you Tell Your Customers Not to Call you?

Chapter 5: Let Me Check with My Boss

Chapter 6: The Social Media Hype

Chapter 7: The Starting Point

Chapter 8: The Snarky Web

Chapter 9: Scalable Intimacy

Chapter 10: Intimate Connections

Chapter 11: The Social Business

Chapter 12: Connecting

Chapter 13: The First Weeks at Comcast

Chapter 14: What is Your Customer Guarantee?

Chapter 15: Tweet Tweet

Chapter 16: Driving Change in an Organization

Chapter 17: Social Customer Service is a Failure

Chapter 18: An Inside Look at a Call Center

Chapter 19: The Basic Tenets of Service

Chapter 20: Is Service One of Your Values?

Chapter 21: Do you Trust Your Service Team?

Chapter 22: The Tail Wagging the Dog

Chapter 23: How Do you Speak?

Chapter 24: Startle Your Customer

Chapter 25: Responding to Social Media Crisis

Chapter 26: Doing Social Good

Chapter 27: Scale of Change

Chapter 28: Who is Your Chief Customer Officer?

Chapter 29: The Power in you

Chapter 30: The Relationship Hub

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