4. Customer Service Is a Way of Life

Story time. As I was getting my notes together to write this chapter, I was sitting in London Heathrow Airport, waiting for my flight back to New York. Sitting down with my headphones on, lost in my own little world, I looked up to see a man next to me having trouble connecting via Wi-Fi to the airport network. To save him some trouble, I opened up a port on my portable wireless network and instructed him on how to use it. He got online, and I didn’t think twice about it.

Halfway through my flight, I looked up from my seat to find him standing over me. He’d looked at my laptop and had seen my HARO sticker on it. He had then Googled me to find out who I was. Turns out, he runs communications for a very large ...

Get Customer Service: New Rules for a Social Media World now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.