Back to School: Lessons in Customer Service

The Customer Edge with Game Changers, Presented by SAP

Nov 5 2014 • 57 mins


The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service Expert: “Customer service is not a department. It is a philosophy to be embraced by every person in any position within an organization.” Robin Fray Carey, Social Media Today: “I am not bound to win, but I am bound to be true” (Abraham Lincoln). Kai Petzelt, SAP: “Businesses are no longer the sole creator of a brand; it is co-created by consumers through shared experiences and defined by…online searches and conversations” (Brian Solis). Join us for Back to School: Lessons in Customer Service.