How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels

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This FREE webinar was recorded on: July 22, 2010 2:00:00 PM EDT

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity.
This webinar will show you how to leverage social media for better service if you're new to it, and how to sharpen your virtual service image if you're an old pro. Topics we'll cover include:

• Why your service is going public and going viral: a look at today's digital consumer
• Social media service success stories: Comcast, Southwest Airlines, Zappos, and more
• Understanding virtual service channels:
  • Twitter: A public dialogue that takes place in real time
  • Facebook: Building a community around your brand
  • Virtual communities: Communications channel or feeding frenzy
  • The blogosphere: Everyone has a soapbox
• Do's and don'ts: How to communicate effectively in a cyber service world

Presenter:

Gary McNeil Vice President of Marketing Parature

Gary McNeil, Vice President of Marketing, is responsible for developing and implementing strategies to accelerate Parature’s global market leadership position.  Gary oversees brand and identity, lead generation, marketing communications, public relations, customer marketing activities, events, Web marketing and industry analyst relations.

Gary has twenty years of marketing experience.  Prior to joining Parature, Gary was vice president of marketing for Vocus Inc., the global leader in public relations management software, where he helped grow the company from almost 8 million in revenue to over 40 million and a successful IPO.  Prior to Vocus, Gary was Vice President of Marketing for Authoria Inc., the world leader in human capital management software where he played an instrumental role in achieving a trajectory of consistent and rapid growth.  Gary also held several key positions with Kronos, Inc., most recently as Director of Marketing Programs.  A frequent guest speaker, Gary has spoken at numerous online events and at industry tradeshows and conferences around the country. 

Gary holds a B.S in Business Administration from Northeastern University. 
 

Richard S. Gallagher Point of Contact Group

Rich Gallagher is one of the nation's leading experts on communications skills. His eight nationally published books include What to Say to a Porcupine, a national #1 customer service bestseller and finalist for 800-CEO-READ's 2008 Business Book of the Year, as well as his latest book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.

A former customer service executive and trained therapist as well as a popular public speaker, Rich focuses on the mechanics of what to say in difficult situations, based on the latest principles of behavioral psychology. His lengthy management career includes:

• Helping to lead a West Coast software startup to become a major NASDAQ firm as its director of customer services,
• Leading another major 24x7 call center to near-perfect customer satisfaction ratings and near-zero turnover,
• Heading his own training and development firm Point of Contact Group, where he has taught over 10,000 people how to take control of any interpersonal situation.

A member of the National Speakers Association, Rich’s materials have been excerpted in Dale Carnegie training and elsewhere, and he is a veteran of numerous speaking engagements, media appearances and corporate workshops.