A guide to refocusing your business on those who matter most: customers and employees. 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, 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. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek 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 At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
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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 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
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3 of 3 people found the following review helpful
5.0 out of 5 stars
About Darn Time
12 April 2012
By Michele Price
- Published on Amazon.com
Format:Kindle Edition|Amazon 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?
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?
1 of 1 people found the following review helpful
5.0 out of 5 stars
Excelling at service as a personal philosophy
15 Jan 2013
By smoothz
- Published on Amazon.com
Format:Hardcover|Amazon 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.
1 of 1 people found the following review helpful
5.0 out of 5 stars
Quick easy read leaders NEED to read
20 May 2012
By B. J. Dzomba
- Published on Amazon.com
Format:Kindle Edition|Amazon 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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