In This Chapter
Finding out how Comcast puts Twitter to work for customer service
Empowering your customer service department with Twitter
Practicing the art of listening with Twitter
Using Twitter for small-business customer service
Offering useful advice to your customers and followers
You can't deny that social media has changed everything. But one particular aspect of the business world that has seen this change in the face is customer service. Customers can now speak more easily with each other and spread the word about good companies, but by the same token, they can also tell each other about bad experiences with great ease. Any company that is unable to adjust to this will not even know what hit it and, one by one, will start losing customers.
Welcome to the world of Customer Service 2.0, where Twitter can be one of your most powerful allies. In this chapter, I discuss how to turn Twitter into a tool to help you improve your customer service.
If there's such a thing as a customer service celebrity, Frank Eliason is it. He's the Director of Digital Care for Comcast, the huge cable company. (He's
@ComcastCares. Go ahead and follow him. He'll follow you back.) Frank's job is to provide customer service to Comcast customers by watching out for them on Twitter.
He reads tweets that contain the words
Comcast, #Comcast, and sometimes
Comcrap. When they come across his desktop, he responds to ...