Customers Rock!

JANUARY 24, 2012

Dell is one of the most commonly cited examples of this from their Twitter Dell Outlet account. Sanuk is another example. Per social media manager Rachel Gross (shared in an interview I did with her for my book , p. While we are on the subject of online communities, there are other benefits that can factor into the ROI equation.

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Social Media Verizon Customer Service 2012 100

Service Untitled

SEPTEMBER 15, 2009

Some of the major examples included: Phone problems (long hold times, annoying hold music, getting disconnected, blind transfers, etc.) The four examples above are good examples of broad categories of customer service frustrations. Employees that aren’t happy to see customers (rude, disaffected, unhappy, etc.)

Customer Service 40

Customer Service Verizon Staples Phones 40

Service Untitled

FEBRUARY 19, 2010

Let’s take the example of waiting in a Verizon store for the next available agent. Through training, monitoring, coaching, practice and new policies, employees understand that customers are driven by what they think about a business or service, and we want them to see positive perceptions.

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Verizon Customer Service Phones Etiquette 40