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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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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 lowbut 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
Author interviews, book reviews, editors picks, and more. Read it now
Top customer reviews
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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?
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.