Customer service Tag

[caption id="" align="alignright" width="300" caption="Image via Wikipedia"]Infographic on how Social Media are being used...[/caption]
It’s easy to get distracted by trivial social media arguments. Social media experts spend a lot of time hashing out old fights about the best tools and tactics for the same reasons some people  can spend hours looking at new faucets or cabinet doors. The less important something is, the more fun it is to kibitz about, because the responsibility that comes with being wrong is relatively minor. It doesn’t really matter what your kitchen looks like; so long as it is functional, durable and built on a stable foundation, you can have those cabinet arguments worry-free.

Key Answers to Key questions;

The trouble is, too many people have the cabinet door conversation without ever talking about the foundation. The way I see it, there are only seven questions in all of social media that really matter. Of course, they’re pretty big questions. But if you can answer them to the fullest, then the answers to many of your minor questions fall into place.
  1. Who am I speaking to? And don’t just say “potential customers.” That’s a dodge and you know it. Get specific. Think about who you’re trying to reach in terms of both demographics (age, location, income, etc.)  and psychographics (what to they believe? what do they like? what are they worried about?). And remember that the latter often tells you more than the former. Unless you really know, on an intimate level, who are you’re speaking to, everything else you’re doing is essentially guesswork, because audience knowledge informs your answer to every one of the remaining questions.
  2. What do they want from me online? The temptation is often to focus on what you want from your customers — and we’ll get to that — but you’re setting yourself up for disaster if you focus on yourself first. Because before anyone is going to do what you want, you have to give them a reason to care about you first. All businesses, nonprofits and institutions exist to serve a function. You do something that people want or need — or

The rise of social media and the growing urgency of transparency made it inevitable for Delta Air Lines to create its own customer service Twitter handle, according to Allison Ausband, the vice president of reservation sales and customer care, who spoke at last week’s Realtime NY 11 conference. “We didn’t have an option but to jump in and participate,” Ausband said. @DeltaAssist was a means to tap into the real-time conversations already happening on Twitter, and thus a way to craft real-time responses. Stuck in a bathroom without toilet paper? Had a flight inexplicably canceled? A tweet to @DeltaAssist would be there to get your problem solved, Ausband said. The Twitter handle was launched in May 2010 with four customer service representatives and would eventually grow to 12 full-time dedicated agents, boasting more than 60,000 response tweets. So how exactly did Ausband build @DeltaAssist to where it is today?

[caption id="" align="alignright" width="300" caption="Image via Wikipedia"]TICSS Customer Service Measurement Model[/caption]

CRM Overview:

In the Consumer Packaged Goods Industry, World Class Customer Service is demanded to ensure a customer centric approach in dealing with customers to maintain a competitive advantage in management of products and services in the marketplace; implementing the right strategies to reduce costs, and improve customer satisfaction across all potential customer touch-points, become sources of a competitive differentiation: Planning and Business Development; Create relationship and interface with external and internal customers in an effort to understand the needs of each group. Define based on industry. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences. Innovation- Business Process Improvement; Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Researches, evaluates and recommends outsource solutions in an effort to reduce operating expenses without sacrificing service levels. Customer Service Operations; Leads strategy and implementation of all

[caption id="" align="alignright" width="233" caption="Image via Wikipedia"][/caption]
In the Consumer Packaged Goods Industry, World Class Customer Service is demanded to ensure a customer centric approach in dealing with customers to maintain a competitive advantage in management of products and services in the marketplace; implementing the right strategies to reduce costs, and improve customer satisfaction across all potential customer touch-points become sources of a competitive differentiation: Planning and Business Development; Create relationship and interface with external and internal customers in an effort to understand the needs of each group. Define based on industry. Based on needs, develops and implements new strategies to provide the desired level of service to stakeholders continuously improving customer experiences. Innovation- Business Process Improvement; Directs initiatives, driving stakeholder and or cross-functional collaboration to insure high quality decisions and results are achieved. Researches, evaluates and recommends outsource solutions in an effort