Focus On Customer Service
Originally the channel of last resort – when other service channels failed – social media has become the channel of first resort for many customers, requiring companies to be as prepared on social as they are in other areas of the call center. While Focus on Customer Service (FOCS) is no longer producing new episodes, the entire back catalog is still available on iTunes or your favorite podcast app. The show was the first podcast dedicated exclusively to social media customer service and the companies that are doing it best.
Hosted by social care practitioners Dan Gingiss and Dan Moriarty, FOCS featured interviews with leaders from dozens of top brands that offered amazing customer service via social media. Companies were carefully selected and then best practices and key takeaways shared so you could (and still can!) emulate them in your own business.
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