Date Published: February 25, 2013 - Last Updated 5 Years, 107 Days, 13 Hours, 25 Minutes ago
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.