CHAPTER 9

Images

Be Authentic

“Thank you for calling us. This is your customer care advocate; how can I be of service to you today?” you hear on the opposite end of the line.

“Great,” you think. “This sounds like someone who can help me.”

“I’d like to dispute part of my bill that I don’t understand,” you reply.

“Account number, please,” the customer care advocate responds. Though you entered that number into your phone keypad just moments ago when you first called, you proceed to give the representative the information anyhow.

“I’m sorry,” the customer care advocate replies. “There’s nothing I can do about that problem. You’ll have to speak with the ...

Get Likeable Social Media, Third Edition: How To Delight Your Customers, Create an Irresistible Brand, & Be Generally Amazing On All Social Networks That Matter, 3rd Edition now with O’Reilly online learning.

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