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This blog was originally posted on The Pace of Service.
For the last 30 years, traditional customer service recruiting, training, core skills and performance management have not changed dramatically. Service professionals and their management teams have been able to hone the delivery of customer needs through various channels. But are the same attributes that make a great traditional customer service representative applicable for Social Customer Service? Traditional customer channels & attributes: But are these the same attributes needed for superior social customer service?
Let’s look at responsibilities & qualifications of a social customer service representative.
I think we are dealing with a completely different animal. So if we are dealing with something different, what should we consider changing?
Since this is such a new arena, all comments and thoughts are very much appreciated.
Incredibly fortunate, by his own admission, Michael wakes up each day envisioning how he can inspire companies to create environments, journeys, and actions that help make their customers more successful. He believes wildly successful companies start with successful customers and associates. In 2012, he started and built a consultancy through strong values, discipline, and sharp customer focus. Since then, he has built awe-inspiring experiences resulting in worldwide leading customer experience scoring for a variety of industries and organizations.
As he puts it:
I engineer monumental and awe-inspiring customer experiences; I build cathedrals of customer experience. Starting with a solid foundation of Culture, the Best Talent, Process Management, the Right Technology, and Data Insights, I construct the pillars of a customer experience strategy for your contact center or customer care teams, and deliver awe-inspiring experiences.
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