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Customer Service: New Rules for a Social Media World Paperback – Dec 16 2010

5.0 out of 5 stars 2 customer reviews

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Product Details

  • Paperback: 208 pages
  • Publisher: Que Publishing; 1 edition (Dec 16 2010)
  • Language: English
  • ISBN-10: 078974709X
  • ISBN-13: 978-0789747099
  • Product Dimensions: 15 x 1.8 x 22.6 cm
  • Shipping Weight: 204 g
  • Average Customer Review: 5.0 out of 5 stars 2 customer reviews
  • Amazon Bestsellers Rank: #842,485 in Books (See Top 100 in Books)
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Product Description


“As a major voice in the travel space, I’m no stranger to poor customer service–and how to fix it. Peter has proven multiple times that it’s the little things you do before the meltdown occurs that will save your company. I encourage anyone working with clients or customers to read this book–multiple times!”

–Christopher Elliott

Consumer advocate


National Geographic Traveler


“I’ve always said the three most important things in business are customer service, customer service, and customer service. Now I’ll add a fourth–read this book!”

–Dayna Steele

Speaker, business consultant, and author of

Rock to the Top:What I Learned about Success from the World’s Greatest Rock Stars


“There is no question that customer service and, even more, customer perception can make or break your business. I am glad that social media über-guru Peter Shankman has finally deigned to share his secrets with the rest of us. This book belongs in every businessperson’s library. It’s in mine!”

–Charles Justiz

Retired NASA pilot and author of Specific Impulse


“Peter’s a buzzsaw of ideas. The big risk is that your head will explode before you implement this all. The beauty of a book is that you can read it slowly. Peter’s mind moves so fast that, were you to receive these ideas in person, you couldn’t possibly write fast enough to keep up.”

–Chris Brogan

President, Human Business Works, and publisher


“Peter Shankman gets his kicks jumping out of perfectly good airplanes. As it turns out, that avocation may be an apt analogy for the world of social media. It is rising up to meet you–fast–and if you don’t pull the ‘tweet’ chord in time, you are destined to crater. Shankman offers a compelling, engaging, humorous checklist of do’s and don’ts for those who are still in a freefall–a bit dazed–wondering what happened to all the tried-and-true rules of advertising, marketing, and PR. Shankman knows the answer, and he can barely contain his enthusiasm in sharing his insights. He is a leading social networking evangelizer–that is why so many blue-chip companies seek him out. And that is why I selected him to be on the NASA Advisory Council Education and Public Outreach Committee. His advice is not rocket science, but it isn’t always what you might predict. As skydivers like to say, you’ll be fine so long as you don’t do anything stupid. Read this book and you will know how to be smart–in 140 characters or less!”

–Miles O’Brien

formerly of CNN


“I’ll give you my favorite piece of advice from Peter right here: don’t have a goal of making something viral. Make it good, and it will go viral. Peter shares my belief: don’t treat your customers well after something has gone wrong. Treat them well at every interaction.”

–Franco Bianchi

President & CEO

Haworth, Inc.

From the Back Cover

Use Social and Viral Technologies to Supercharge your Customer Service!


Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now!


You’ll learn how to:


• Organize a small, powerful social media team on a tight budget

• Listen to what your customers, advisors, and markets are really saying

• Make prospects feel like rock stars from the moment they find you

• Choose online media that make the most sense for you

• Avoid wasting time with platforms that won’t help you

• Earn your customer’s loyalty, trust, and credibility

• Learn from other companies’ viral “disasters”

• Rebuild your credibility after you’ve taken a public “hit” online

• Make sure everyone hears your customers when they compliment you

• Capture all your customer knowledge–and use it in real time

• Keep people talking–and not just about you


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Top Customer Reviews

By Tami Brady HALL OF FAMETOP 50 REVIEWER on Sept. 12 2011
Format: Paperback
Twenty years ago, if you had a bad experience at a restaurant or with a certain product, you told your friends and family members. That particular company may have lost a few potential customers in the process but they were blissfully ignorant of that fact. Unless you also sent them a scathing letter, they probably didn't even know the incident occurred.

Today, everyone tweets. If your company messes up, someone will undoubtedly tweet about it. They may even provide video. In a few minutes, that piece of information gets retweeted and passed on to anyone with access to the Internet.

This is happening, everyday. Of course, you can choose to stay blissfully ignorant or you can find out what people are saying or you can use this information to make things right. If you want to understand social media and how it can help you help your customers, Customer Service is a good resource. This book not only shows you where you should be looking for your customer's comments but also what you should be looking for. Not all complaints should be treated equally. Each require a different level of attention and some even require a bit of finesse.
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By beezer on Feb. 14 2012
Format: Paperback Verified Purchase
I really enjoyed this book and shared many passages with my team who deal with customers on a daily basis.
Social media is at the forefront, with regards to customers and companies need to rethink how they deal with
clients.. so this is a must read....
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Most Helpful Customer Reviews on (beta) HASH(0x9bce672c) out of 5 stars 20 reviews
3 of 3 people found the following review helpful
HASH(0x9bc0018c) out of 5 stars Excellent primer on customer service March 10 2011
By Dan Landau - Published on
Format: Paperback
Disclaimer: I received a free copy of this book from the publisher to review it here

"Customer Service" is an excellent primer on the intersection between social media and customer service. None of the information is really all that new, but it is a great overview and through a variety of mini case studies, Peter Shankman provides excellent examples of both good and bad customer service. Considering how many companies are completely clueless (still!) on how to give good customer service with social media, this book is very timely.

If I had to describe the book's message in one word, that word would be LISTEN. People are going to talk about you, your brand, and your products/services whether you like it or not. You can keep negative comments off your blog/facebook page/etc but then people will just go somewhere else and talk about you. Companies today must listen and engage their customers and go where people are talking.

This book offers excellent advice on how to develop excellent customer service; however, most of what Shankman recommends requires a buy-in from senior management in order to be successful. This book would be much stronger with a chapter on specific ways people can bring their senior management on board.

This book is a must-read for
-anyone who wants to grow their company through excellent customer service
-anyone who still doesn't understand social media very well
-and for anyone whose company still relies on call centers staffed by marginal English speakers for their customer service, this book will really help you get out of the customer service dark ages and into the 21st century.
5 of 6 people found the following review helpful
HASH(0x9bc001e0) out of 5 stars Impressive overview of how social media works Feb. 11 2011
By Tomcat1765 - Published on
Format: Paperback Verified Purchase
Most people, despite playing in social media, have very little understanding of just how powerful this tool can be for an individual or business to market themselves.

What I like about Shankman is that he takes the current "cool" tools (social media and technology) and shows how they can be used to enhance the true important things, customer service and relationships. Without already having good customer skills, social media will not help a business.

Nice blending of tech and touch...
6 of 8 people found the following review helpful
HASH(0x9bc004bc) out of 5 stars Learn from an innovator and an implementor March 4 2011
By Dave Greenbaum - Published on
Format: Paperback Verified Purchase
Pete Shankman's brand is all about helping people and this book follows that tradition first started by Help A Reporter Out. I'm a big HARO fan, so I was eager to read this book right when it came out (though I've been quite disappointed with HARO lately because of customer service).

This isn't written by someone who talks about social media and leads expensive motivational seminars, but by someone who does Social Media and is immanently successful at it. Through use of personal and industry anecdotes, Shankman lays the ground work for decision makers to see the value of Social Media and more importantly, the risks of not getting involved in it. The fact is that Social Media impacts every brand and industry, the only question becomes the degree and your impact.

The book assumes a basic understanding of social media tools such as Facebook and Twitter and specifically applies them to serving your customers and potential customers. If you are already doing customer service via Social Media, you'll find this book more of a review of what you already while providing a few specific insights and jumping points for ideas. The audience of this book is a decision maker who needs a business case and budgeting for a social media team.

As a board member of my local Social Media Club, this is a book I often recommend to curious business leaders wanting to do "that Facebook and Twitter thing". I might even use a few of his tips and tricks to solve some of my Help A Reporter Out problems!
2 of 2 people found the following review helpful
HASH(0x9bc003b4) out of 5 stars Excellent Material For Lots Of Businesses Jan. 17 2011
By Neil McNerney - Published on
Format: Paperback Verified Purchase
As a counselor, trainer, and author, I wasn't sure if this book would be a great help for me. But I quickly learned that there is a ton of good information about customer service. Information that I've never learned and probably would have made many mistakes. The biggest thing: Don't worry so much about the technology, worry about the message!
2 of 2 people found the following review helpful
By M. Anderson - Published on
Format: Paperback Verified Purchase
The book is easy to read and filled with practical advice for both small businesses and large organizations. The ROI from me reading this book is huge.