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At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques Hardcover – April 24, 2012


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Product Details

  • Hardcover: 216 pages
  • Publisher: Wiley; 1 edition (April 24, 2012)
  • Language: English
  • ISBN-10: 1118217225
  • ISBN-13: 978-1118217221
  • Product Dimensions: 6.3 x 0.9 x 9.3 inches
  • Shipping Weight: 13.6 ounces (View shipping rates and policies)
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Best Sellers Rank: #1,102,082 in Books (See Top 100 in Books)

Editorial Reviews

From the Inside Flap

Technology 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.

@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.

In @YourService, you'll learn:

  • The ways in which your Customers will identify your culture for you, no matter how transparent you are (or aren't)

  • How to create an environment where Customers want to share their story

  • How to identify value no matter where your Customers are talking

  • How to guide passionate employees in the right direction so that they can become excellent ambassadors for your brand

  • Guidelines for building scalable intimacy, where employees or a company create a personal connection to a Customer

  • And much more

For 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.

From the Back Cover

Praise for @YourService

"Frank understands that one of the cheapest, most effective forms of marketing is called extraordinary customer service."—Seth Godin, author of We Are All Weird

"Eliason shows you how to enchant your customers by building trust and likability with the small, personal touches. His wisdom is bound to make your business flourish in this new age of fast, free, and ubiquitous social media."
Guy Kawasaki, author of Enchantment and former chief evangelist of Apple

"At Zappos, we believe that if we get the culture right, then most of the other stuff, like delivering great customer service or building a long-term enduring brand, will happen naturally on its own. This book shows the clear impact that company culture can have on the customer experience."
Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.

"Compelling, personal, and illuminating, @YourService is a delight to read and essential if you have any influence at all on how your own company manages the customer experience!"
Don Peppers and Martha Rogers, PhD, coauthors of Extreme Trust: Honesty as a Competitive Advantage

"@YourService talks about what customer service really means in the networked world and helps you get there. It helps you face the changes you need to make in your corporate culture, and how to realize the benefits of superior customer service. There is a lot on the technology required, but the focus is always about how people treat people."
Craig Newmark, Customer Service Rep and founder of craigslist


More About the Author

Frank Eliason, Citibank's Senior Vice President of Social Media, has been described as the "most famous customer service manager in the U.S., possibly the world." By expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?" he repositioned the relationship between Comcast and its customers. His efforts at Comcast inspired a global wave of innovation in the way businesses communicate and engage with their customers--using new communication channels to improve customer experience.

Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast's customers is one of the top case studies proving that social media can play a positive role for corporations. This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others. 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.

At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers--to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers.

Prior to joining Comcast in 2007, Frank worked in customer Service management for Advanta Bank and Vanguard Investments.

Frank is a board member for both the Council of Better Business Bureaus and SOCAP (Society of Consumer Affairs Professionals). He also serves on the advisory board for Drexel University's Center for Corporate Reputation Management.

Customer Reviews

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Most Helpful Customer Reviews

3 of 3 people found the following review helpful By Michele Price on April 12, 2012
Format: Kindle Edition Verified Purchase
Frank's book covers an important concept for any business today. @YourService gives you solid advice and examples of why it is important that our next market disruption needs to be around the "Customer." Watching businesses turn over their profits to competitors because their Customer has a new voice they can wield freely and be heard by the majority, has flipped the script on companies.

We keep hearing businesses need to adapt, yet many are still standing there asking junior high questions - "What do we do?" Seriously, if Frank can take one of the most hated companies from a customer service perspective, and find a simple way to redirect that anger the Customer feels, then REALLY solve the issue... is it people are unreasonable as Customers OR is it customer service departments have lost their soul?

When will companies get out of their own way? Reading @YourService reinforces a message to any business - Is your company Culture - Customer oriented? There is a human element in everything we do, Frank shows you how to capture that "life" back and gives great stories/examples to help you wrap your brain around creating customer service experiences you want to be tweeted.

Read the chapter on "Scalable Intimacy" one of my favorites, which will be your favorite chapter?
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1 of 1 people found the following review helpful By smoothz on January 15, 2013
Format: Hardcover Verified Purchase
What I appreciate most about the book is the author's use of his personal life experiences as the stage on which his philosophy of excellent customer services is established. This humanizes the treatment of the subject which is exactly the author's point: customer service is simply about people being compassionate and helping people. This treatment put the book in my same stratosphere as Dan Ariely's Predictably Irrational book series on behavioral economics.
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1 of 1 people found the following review helpful By B. J. Dzomba on May 20, 2012
Format: Kindle Edition Verified Purchase
Frank helped me with a Comcast issue several years ago, wowing and startling the customer as mentioned in this book. While much of what's in the book seems common sense to those of us who "get it", this book should be read by all leaders, whether or not directly in the customer service industry. Healthcare and education leaders can learn from these case study snippets.
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1 of 1 people found the following review helpful By Rodrigo Garcia Carrillo on May 6, 2012
Format: Kindle Edition Verified Purchase
Frank. Congratulations! Amazing book.

I must admint that I read the sample pages (very much of the book) and waited for the kindle version to fill in the gaps. I was eagerly waiting to see this amazing book where you share your experience and above all, your experience as a Customer and not as a manager or as an SVP. You stated that you are only a service guy that has changed the mind of top management through time. You've been patient and that's how the book reflects you. Although I may add that in some parts suddenly you made things happen instead of going through them. But hey, this book is about the Customer being treated as it should and not as a result of a sell and no more. Centering your strategies in the Customer made a lot of sense for those that weren't (aren't) in this new wave of Connected Customer (as Brian Solis would name it) and therefore needed your understanding and expertise in the matter.

This book is really intended for all those that are in these key positions on their organizations: Every position, period. From the security guard that gives the good morning to the Customer Representative that attends the Customer with a great attitude to the CEO of the company and the board.
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Format: Hardcover
This is such a great book! I saw Frank at a Social Media Workshop a couple months ago. I was so impressed with him, I went out and got the book. I would highly recommend reading this book to anyone in any sort of customer service position. He gives practical advice with a lot of examples. He talks about customer service incidents, and describes the solution. He has his finger on the pulse and really is cutting edge when it comes to thinking about how to mix customer service, and technology. He also described a new level of customer service with personal touches some companies now do (by giving the customer service representative blank cards and a monthly budget to even send flowers to customers). He talks about how companies can positively startle customers, as well! Love it! It's an easy read, as well. Grab it!
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