Be Your Customer's Hero

CHAPTER 79

The Social Customer Is Here to Stay

You’re probably aware that social media is one of the biggest changes to customer service in the last decade. As a frontline rep, you may or may not have any involvement with customers through social media. In larger companies, it tends to be delegated to dedicated teams or outside agencies, and even then customer service departments are involved less than 20 percent of the time.¹ In some smaller companies—where it’s all hands on deck and service reps are also inventory checkers, bathroom cleaners, and guerrilla marketing experts—frontline reps may end up managing the company’s social media presence. For those of you in this position, this chapter will introduce you to the basics of social media ...