Webinars

Twitter for Customer Service: How to Listen to, Engage, and Support customers on Tuesday, October 26, 2010 1:00pm ET/10:00am PT

 

Does your company use Twitter to engage customers and monitor discussions about your products/services? If not, why not?

In this special web event, I will show you exactly how to find and respond to complaints about your brand that are posted on Twitter. And I’ll show you how to listen to, engage and support your customers on world’s fastest growing social network.

I like to share the story about a Comcast customer who experienced an outage with both her high-speed Internet and phone service. She says it took at least an hour and a half to get through to a live person at Comcast and that person told her it would be 3 days before a technician could come out. Frustrated, the customer logged on to Twitter from her Blackberry and typed "Damn Internet down in my house. Arrrrrgh. Can't fix until Thursday. Shoot me." 

A Comcast “Digital Detective” saw the posting, tracked the customer down, and had the customer’s Internet and phone back up by 5pm that day. The customer was blown away when Comcast contacted her after discovering her “Tweet” and was equally WOWed with the speed of response. This astonishing problem detection and resolution has generated a ton of priceless word-of-mouth advertising for Comcast. 

If you’re not WOWing customers in this way on a regular basis, you need to attend TWITTER CUSTOMER SERVICE on Tuesday, October 26^th at 1:00pm ET. 

Join me for this special event and I will show you exactly how to listen to, engage, and support customers on Twitter. I’ll also position your company to surprise and delight consumers who “tweet” gripes about your brand.

You will learn:

 

=>  How to use Twitter as an extension of customer service – secrets for using Twitter as a support desk and for complaint resolution

 

=> How companies like Southwest Airlines, Zappos, Starbucks, and Lowe’s are using Twitter to engage customers and offer customer support

 Myra Golden, Customer Service Speaker - Webinars

 

=> How Motrin successfully diverted a crisis by listening to Twitter feedback on a recent ad…and what you can learn from Motrin’s expert response.

 

 

=> How to get started on Twitter in 4 easy steps: You’ll discover how to get followers, who to follow, how to post relevant and engaging tweets and more.

 

=> Exactly how to search Twitter in real-time for gripes, compliments, and discussions about your brand.

 

=>Why Twitter is a perfect media for meeting the needs of today’s savvy and demanding customers.

=> How to setup your own social media team (within your existing contact center) that aggressively protects your brand credibility, listens to consumers, and serves customers like never before. 

=>How to harness the power of social media to help you manage crisis situations and to resolve problems faster than ever before.

 

=> Why putting an existing customer service representative in charge of monitoring blogs and social media is both a real morale and productivity booster.

 

 => How to start Twitter conversations with your customers and followers.

 

=> Top mistakes companies make on Twitter and how to avoid them.

 

=> How to use Twitter and other social media to monitor your online reputation.

 

 

Plus, much, much more.

   

I can’t wait to get you up to speed on Twitter.

 

Myra Golden