How To Create Savvy Customer Service Teams In The New (Social Media) Normal

Don't ignore the inside of your company as people on the outside look in. What does this mean? It's no secret that customer service is your frontline. They are the inside connection to your customers and prospects - and their interaction strongly influences your brand's reputation. When you consider customer service and frontline sales teams as part of the integrated marketing mix, then your brand becomes empowered with these product champions and grassroots ambassadors.

Customer service must:

• Understand social media and the channels on which consumers/customers engage
• Have solid knowledge about which channel influences customer loyalty and brand reputation
• Be able to interact with savvy social media customers with a level of insight
• Navigate the company's website, lead the conversation and feel the customer experience with every inquiry
• Mitigate customer concerns with a responsive approach and follow through

This session sets the stage for engaging customer service teams at a higher level in the marketing organization. It provides tips and thinking for frontline interactions by sales and customer service so your company looks savvy from the inside out.

This online session covers many of the following, and more:

• How to engage customer service teams in the social media normal
• Glimpse at each social media channel where customers are interacting
• Training tips for customer service teams to communicate with savvy consumers
• Empowering customer service to be the eyes and ears for the company
• Exploration of listening tools, content for training and creating influential teams

JAYME SOULATI
President
Soulati Media, Inc

Jayme is president of Soulati Media Inc., a B2B social media marketing firm featuring core public relations to influence business goals. She brings a keen strategist orientation to execution by alignment of business goals with communications to influence positioning, brand, sales, and ROI. Jayme's clients are from a broad array of vertical markets and industries including health care, legal, professional services, corporate, IT/software, real estate, and publishing. She blogs at Soulati-TUDE!, The SMB Collective, and is invited to guest post for a variety of other blogs.