Touted as the first modern book on customer service, Hug Your Haters is a delightful and inspiring read that can help your company thrive in this 'all-complaints-are-public' era.
HERE'S WHAT YOU'LL LEARN:
The two types of Haters and what they want from you when they complain
How to handle trolls
How to measure customer service the right way
The precise customer loyalty impacts of answering complaints (or not answering) by channel
Why you need to answer every complaint, in every channel, every time
A specific framework for exactly how to answer private complaints
A specific framework for exactly how to answer public complaints
Where you should spend most of your time in social media
How fast you need to be when responding to customers, by channel
The future of customer service, including specialized apps and new technologies
Software recommendations for handling online and offline customer service for both small and large businesses
Cost to attend is just $10 for lunch, payable directly to Edison's upon arrival. RSVPs ARE REQUIRED for each session and must be made no later than 24 hours in advance. Food and handouts will be prepared only for those guests who have submitted an RSVP more than 24 hours in advance.