Contents
Chapter 1: This Could Be Your Brand
Chapter 2: Welcome to Our World of @YourService
Chapter 3: It Starts with a Capital C
Chapter 4: Do you Tell Your Customers Not to Call you?
Chapter 5: Let Me Check with My Boss
Chapter 6: The Social Media Hype
Chapter 10: Intimate Connections
Chapter 11: The Social Business
Chapter 13: The First Weeks at Comcast
Chapter 14: What is Your Customer Guarantee?
Chapter 16: Driving Change in an Organization
Chapter 17: Social Customer Service is a Failure
Chapter 18: An Inside Look at a Call Center
Chapter 19: The Basic Tenets of Service
Chapter 20: Is Service One of Your Values?
Chapter 21: Do you Trust Your Service Team?
Chapter 22: The Tail Wagging the Dog
Chapter 24: Startle Your Customer
Chapter 25: Responding to Social Media Crisis
Chapter 28: Who is Your Chief Customer Officer?