Customer Serice (New Rules for a Social-Enabled World)

CUSTOMER SERVICE
               by Peter Shanman
New Rules for a Social-Enable World

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

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. - See more at: http://shankman.com/books/#sthash.uBqxvJvj.dpuf

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Effective Communication

Everybody can communicate, but not always in the way you are used to.
This workbook has been devised to enable you to learn how to communicate effectively, using a variety of methods and trying different tools to communicate with people.
This workbook has been written for staff, carers and family members, in fact anyonewho supports or knows someone with different communication skills.
It is not always possible for staff to be taken off the rota to attend a training course and so this workbook has been devised.






It uses a variety of training methods:

• reading passages where you will expand your knowledge
• completing exercises
• completing a self-assessment tool which shows you the knowledge you

now have As a social care worker, you have to work to certain standards, which are set out
by various professional bodies. This workbook links to several standards and if
you are not familiar with them, here is a brief explanation of each one.
Skills for Care (SfC) has a set of standards called Common Induction
Standards and all new staff in the care sector (except those who are supporting
people with learning disabilities) have to complete these with their manager
within three months of being in post. This workbook meets the requirements of
Standard 4.

Care Quality Commission (CQC) took over the work of the Commission for
Social Care Inspection (CSCI) on 1 April 2009 (it also took over thework of the
Healthcare Commission and the Mental Health Act Commission). TheCQChas
sets of standards for you and your workplace to meet. There are different sets of
standards and it will depend on where you work as to which standards you need
to work to. If you are unsure please ask your manager. This workbook meets the
requirements of Care Homes for Adults Standard 33.9 (Department of Health
2003) and Domiciliary Care Standard 11 Appendix D (Department of Health
2000).
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