With the advent of social media, corporate customer service has changed almost beyond recognition. 58% of people using Twitter have pushed out public messages claiming a bad customer experience and that message has a tendency to snow ball into bigger problems.
In short, your firm's conversational skills are now business-critical and it's not just what you say - the way that you say it is equally important
So how exactly do you build an online presence and personality that's trusted by your customers?
In this session learn from arguably the best at profitable customer service engagement, Zappos, who will give you insight into:
Humanize Your Brand: What sort of a face do you want to show to your public - how to get everyone talking in the right way
Authenticity: Creating a transparent external voice that reflects the culture of your business by using appropriate customer service language and assuring you do not come over as robotic
The Real Time Environment: Avoiding the trap of being reactive, but making sure you are on time and ensuring you stay constant in your approach to customer service exchanges
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