{"product_id":"at-your-service-isbn-9781118217221","title":"At Your Service","description":"\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 \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  \u003cp\u003e\u003cb\u003eFRANK ELIASON\u003c\/b\u003e has built his career on building relationships with a diverse community of employees, Consumers, Small Business Owners, and Corporate Customers. He has been described as the \"most famous Customer service manager in the United States, and possibly the world,\" as a result of his revolutionary approach to Customer relations while Director of Digital Care at Comcast. After leaving Comcast, Frank joined Citibank as the SVP of Social Media Strategy. His work has been recognized by many news organizations, including ABC News, CNN, Bloomberg TV, the \u003ci\u003eNew York Times\u003c\/i\u003e, and \u003ci\u003eBloomberg Businessweek\u003c\/i\u003e. He is also one of the most sought-after thought leaders on social media and Customer experience, and regularly participates in panels and speaking engagements.   \u003c\/p\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 are most companies not doing this? Instead, Customer service appears to be at an all-time low—but that gives the few companies who do choose to focus on Customers a hefty competitive advantage.\u003c\/p\u003e \u003cp\u003e@YourService explains the importance of refocusing your business on those who matter most: your Customers and your employees. Learn how to create a culture of empowered employees who understand the value of a great Customer experience and inspire trust in your Customers. You'll get detailed, proven guidance that will help you drive change in companies big and small and win in this hyperconnected world.\u003c\/p\u003e \u003cp\u003eIn @YourService, you'll learn:\u003c\/p\u003e \u003cul\u003e \u003cli\u003e \u003cp\u003eThe ways in which your Customers will identify your culture for you, no matter how transparent you are (or aren't)\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow to create an environment where Customers want to share their story\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow to identify value no matter where your Customers are talking\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow to guide passionate employees in the right direction so that they can become excellent ambassadors for your brand\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eGuidelines for building scalable intimacy, where employees or a company create a personal connection to a Customer\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eAnd much more\u003c\/p\u003e \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eFor leaders, managers, business owners, and Customer service professionals, this handbook to Customer service in the digital age will enable you to add tremendous value to your organization. @YourService will help you identify failures that exist, correct them, and ultimately build the service experience you may already believe your company offers.\u003c\/p\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 are most companies not doing this? Instead, Customer service appears to be at an all-time low—but \u003ci\u003ethat\u003c\/i\u003e gives the few companies who do choose to focus on Customers a hefty competitive advantage.?? \u003c\/p\u003e\u003cp\u003e\u003ci\u003e@YourService\u003c\/i\u003e explains the importance of refocusing your business on those who matter most: your Customers and your employees. Learn how to create a culture of empowered employees who understand the value of a great Customer experience and inspire trust in your Customers. You'll get detailed, proven guidance that will help you drive change in companies big and small and win in this hyperconnected world. \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003e@YourService,\u003c\/i\u003e you'll learn: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eThe ways in which your Customers will identify your culture for you, no matter how transparent you are (or aren't)\u003c\/li\u003e \u003cli\u003eHow to create an environment where Customers want to share their story\u003c\/li\u003e \u003cli\u003eHow to identify value no matter where your Customers are talking\u003c\/li\u003e \u003cli\u003eHow to guide passionate employees in the right direction so that they can become excellent ambassadors for your brand\u003c\/li\u003e \u003cli\u003eGuidelines for building scalable intimacy, where employees or a company create a personal connection to a Customer\u003c\/li\u003e \u003cli\u003eAnd much more\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eFor leaders, managers, business owners, and Customer service professionals, this handbook to Customer service in the digital age will enable you to add tremendous value to your organization. \u003ci\u003e@YourService\u003c\/i\u003e will help you identify failures that exist, correct them, and ultimately build the service experience you may already believe your company offers.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47988771979493,"sku":"NP9781118217221","price":24.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781118217221.jpg?v=1761781529","url":"https:\/\/k12savings.com\/es\/products\/at-your-service-isbn-9781118217221","provider":"K12savings","version":"1.0","type":"link"}