The “Focus on Customer Service” podcast features interviews of brands which are offering amazing customer service via social media. It is hosted by customer experience speaker and coach, Dan Gingiss. Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service. At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat. The goals for this podcast are to: • Learn from other brands that we think are doing social care well • Share learnings with you • Increase the overall competency of the industry in the social care space And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
https://www.dangingiss.com
Episode 45 - A Customer Service Expert on How Social Media Has Changed The Game (Shep Hyken)
To understand how some people just have an innate sense for great customer service, you need only look back at Shep Hyken’s job during college. Before Shep became a world-renown customer service expert and best-selling author, he worked at a gas station... Today, Hyken consults with many companies and teaches them how to employ this same mindset to what is becoming the ultimate competitive advantage... Hyken graciously talked with me for Episode 45 of the Focus on Customer Service Podcast. Here are some of the key moments of the interview and where to find them: 1:17 How Shep’s childhood shaped his customer service expertise today 6:38 The cost of doing business and the cost of not doing customer service well 7:45 Managing customer expectations 12:06 Are all companies in the customer service and customer experience business? 14:57 Examples of great experiences that don’t cost a lot of money 18:30 How has social media impacted customer service overall? 20:41 Customer surveys and what it means to deliver “10” service 24:46 Why companies should respond to every single comment on social media 29:05 How companies can build relationships with customers in digital channels and raise expectations for everyone else 37:35 Where is social media customer service going next?