In June 2005 an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to “save the account” – nearly calling the customer a liar over […]
Customized Engaging Online Customer Service Training
Category: Social Media Is Customer Service
Corporate Social Media Crisis: 4 Ways to Fight Back
One of the first corporate social media blasts we’ve seen was with America Online (AOL). It all started when an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to […]
Think, think before you “tweet, tweet.”
CNN editor, Octavia Nasr, was fired by CNN over a tweet praising late ayatollah. Nasr used her official Twitter account to write: “Sad to hear of the passing of Sayyed Mohammad Hussein Fadlallah. One of Hezbollah’s […]
How to Manage Your Online Reputation and Why You Must
The advertising executives at Motrin thought it was a good idea. A hip ad featuring a 20-something voice-over and simple graphics. Take a few seconds to watch the ad below: Problem is, moms didn’t like […]
Del Monte Foods Find Social Media Success
Great article you should check out if you’re designing a social media for customer servie strategy… How Del Monte Foods finds social-media success http://ow.ly/1rz8z
Does Your Company Monitor Twitter, FaceBook and Blogs for Customer Complaints? If not, why not?
Last year I told you about a Comcast contract technician who fell asleep in a customer’s home while waiting on hold with the local Comcast office. Using a cell phone camera, the customer’s teenage […]
“Cancel my AOL please!”
Most companies don’t realize they are putting a significant amount of revenue at risk by letting customers leave without trying to save them. A recent study by Marketing Metrics has shown that companies have a […]
Four Ways Your Business Needs to Be Using FaceBook
While “Tweeting”, FaceBook, and blogging are as familiar as an old-shoe to millions of consumers, most business leaders don’t understand how to harness the power of social media for business advantage. I want […]
Pizza Hut’s Killer iPhone App…I LOVE it!
Last night my family decided on pizza delivery for dinner. We have a “regular” pizza joint we order from, but when I tried to pull up their site on my smartphone, I got nothing. (It […]
The Conversation – An Introduction to Social Media View more presentations from Kevin Glasier.
De-escalation Training for Customer Service & Soft Skills Training 