At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

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

Foreword jeff jarvis xi Foreword brian solis xv Acknowledgments xxi Chapter 1 This Could Be Your Brand 1 Chapter 2 Welcome to Our World of @YourService 7 Chapter 3 It Starts with a Capital C 18 Chapter 4 Do You Tell Your Customers Not to Call You? 25 Chapter 5 Let Me Check with My Boss 34 Chapter 6 The Social Media Hype 40 Chapter 7 The Starting Point 46 Chapter 8 The Snarky Web 51 Chapter 9 Scalable Intimacy 56 Chapter 10 Intimate Connections 65 Chapter 11 The Social Business 78 Chapter 12 Connecting 81 Chapter 13 The First Weeks at Comcast 86 Chapter 14 What Is Your Customer Guarantee? 92 Chapter 15 Tweet Tweet 99 Chapter 16 Driving Change in an Organization 109 Chapter 17 Social Customer Service Is a Failure 115 Chapter 18 An Inside Look at a Call Center 119 Chapter 19 The Basic Tenets of Service 130 Chapter 20 Is Service One of Your Values? 137 Chapter 21 Do You Trust Your Service Team? 142 Chapter 22 The Tail Wagging the Dog 149 Chapter 23 How Do You Speak? 158 Chapter 24 Startle Your Customer 166 Chapter 25 Responding to Social Media Crisis 171 Chapter 26 Doing Social Good 184 Chapter 27 Scale of Change 188 Chapter 28 Who Is Your Chief Customer Officer? 193 Chapter 29 The Power in You 197 Chapter 30 The Relationship Hub 201 Index 207

Frank Eliason 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 New York Times, and Bloomberg Businessweek. 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.