The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!

by Marsha Collier

Overview

Make your online customers happy—and create new ones—with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.

• Authentically use social media to connect with customers to boost your bottom line
• Attract new customers through your online presence
• Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Product Details

ISBN-13:	9780470637708
Publisher:	Wiley
Publication date:	01/04/2011
Pages:	258
Product dimensions:	6.10(w) x 9.10(h) x 1.00(d)

About the Author

Marsha Collier (www.marshacollier.com) is an online business authority, retail expert, radio personality, and bestselling author who trains individuals to make money online. She launched an eBay business in the early days of the site, becoming one of the world's forecast eBay entrepreneurs and a charter member o eBay's elite "PowerSellers" since 1998. The author of several bestselling For Dummies titles, she has built a following and has become an in-demand public speaker and media spokesperson.

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Table of Contents

Introduction.

1 The Art of Customer Service.

2 Quality Real-World, Small-Business Customer Service.

3 Using Your Web Site to Connect with Your Customer.

4 Developing a Blog to Engage Customers.

5 Connecting with Your Customers Where They Play.

6 Microblogging for Service, Fun, and Profit.

7 Checking Out Where Customers Review Your Business.

8 Knowing Your Customers' Expectations: How to Connect.

9 Platforms to Enhance the Experience.

10 Engaging Your Employees as Brand Ambassadors.

11 Pioneers of Online Community: How They Did It.

12 Small-Business Examples: How They Did It Right.

13 Lessons from Big Business: Leaders in Customer Service.

Index.