Browsing Archives of Author »Amber Cleveland«

Social Service is Continuing to Evolve

May 17, 2016


There was recently a great guest post by Elizabeth Clor on AdWeek’s Social Times, “How Facebook, Twitter Updates Improve Customer Service.”  As the platforms continue to evolve, it is encouraging to see a value-add for all of their users, individuals and brands alike, which is customer service. In a recent updates to Facebook and Twitter, there were […]

You Don’t Need Luck of the Irish When You Have Great Customer Service

March 16, 2016


With Saint Patrick’s Day just around the corner, I was thinking about how customer service can lead to that pot o’gold, otherwise known as increased revenue.  When considering how your organization can find the pot o’ gold, you shouldn’t be looking for a rainbow or a leprechaun, but rather to your own team and how […]

Working with Internal Customers to Better Serve External Customers

February 17, 2016


  It is important to build the customer service mentality throughout your organization. As you think about how to better serve your customers, keep the internal customer in mind. If you are trying to overcome a hurdle to serve an external customer/solve a pain point, you are likely going to need internal support to accomplish […]

Customer Service Best Practices for Social Media

January 20, 2016


There was recently a great article on Mashable, “Customer service best practices: Making social media a two-way conversation.” We will consider this article when we are having the January 20th SMChat that focuses on customer service. The author of the article, Stephanie Walden, lists seven best practices for engaging on Social Media with Customers: Your customers […]

Customer Service and Social Media – Back to the Basics

December 15, 2015


During the last customer service feature on SMChat, we discussed trends and tools for 2016. As 2015 comes to a close, I would encourage organizations to think about customer service basics. Some organizations are so focused on wowing customers with slick advertising/shiny objects and they miss out on the basics, which costs them in customers, customer […]

Customer Service 2016

November 18, 2015


It’s hard to believe that it will be 2016 in a little more than a month. Business plans are well underway for the coming year. When considering plans for customer service and social media in 2016, look to predicted trends as part of your planning process.  When we discussed 2015 trends, we included the chart […]

Customers Expect Better Customer Service. Is Your Organization Prepared to Deliver?

October 20, 2015


We are in the 4th quarter of 2015…time flies, unless you’re on hold waiting for customer service and then every second seems like an eternity. I rarely find myself on hold these days because I am generally happier finding the answer myself or reaching out via social media, I’d rather do just about anything than […]