In a recent survey, 60% said they find cold calling very irritating. So in order to make friends and influence people these days, one logical solution is for you to join the relevant groups on LinkedIn.
For two of my clients I am looking to join customer service groups and start the process of getting to know those passionate about customer service on LinkedIn.
Verbatim The Phone Answering Service provides first line support for businesses. They could be a sole trader or part of a bigger organisation, their needs will be different but to appreciate the value of such a service, they will all have customer service in their veins. Verbatim’s people are highly motivated and so provide professional customer service with a smile.
BridgeBox is aimed at customer service teams, where professional incoming call handling is vital to a business and they’d like to monitor and appraise their team’s effectiveness.
It could well be, where the teams are not performing that a decision is made to outsource the customer service function and Verbatim step up to the plate!
You can only evaluate a LinkedIn Group’s value by joining it and reviewing the content that is being shared by its members. It might be that the group member engagement is low but the access to key decision makers, being a member gives you, makes it worthwhile joining.
In starting the process of finding the right groups, I simply searched “Customer Service” in the Group mode and requested membership of the first 6 it delivered into view. Two allowed me to join immediately and I am awaiting confirmation (or not) from the others. On initial inspection, it appears they have a strong US influence and it might be that we need to give our current Business in Berkshire LinkedIn Group a customer service focus to drive local connections.
Let’s join in and see what comes through…
Customer Service Innovation Group [Member]
10,288 members Scott North and 591 in your network
A network of professionals who wish to exchange ideas on innovative approaches to customer service and support. This includes the application of customer service, contact center, self-service, analytics, and knowledge management technologies, as well social networking and Web 2.0 technologies.
135 discussions last week, 7 comments, 6 jobs, 1 promotion
With that level of discussions to comments it implies lots of promotion going on. The value of this group may well just be in the local connections it can give me.
Social Media for Customer Service & Call Centers [Member]
7,676 members Fergus Boyd and 539 in your network
Customer Management IQ is an online community for finding Customer Management and Call Center information. Executives within Call Centers and Customer Service turn to Customer Management IQ to discuss ideas, share best practices and interact with a vibrant network of Customer Management and Call Center professionals.
Find articles, podcasts, video presentations, live online events and more from industry experts on topics such as Call Center Management, Customer Experience, Customer Loyalty, Customer Management, Customer Service, First Call Resolution (FCR), Average Handle Time (AHT), Interactive Voice Response (IVR), Customer Relationship Management (CRM), Social Media and more.
4 discussions, 0 comments, 0 jobs, 0 promotions
Not much happening… is that because social media people seem to just want to pitch and so have joined and got bored? I did notice that the url on the most recent event post was wrong, so I messaged the organiser via LinkedIn, that should help build rapport.
Customer Service Managers
15,972 members Andrew Kotek and 492 in your network
Good Customer Service cost money – bad Customer Service cost customers!
In this group you can share and get new inspiration if you work with Customer Service on a every day basis. The group is worldwide and all nationalities are welcome. The global group is divided into some geographical subgroups. Please feel free to also request to join the subgroups of you interest.
38 discussions, 60 comments, 7 jobs, 23 promotions
That looks better… they are bringing news in on RSS from blogs which looks a bit naff as it doesn’t bring an image with it. But if folk are engaging on those levels, this could be the one that I spend more time on. They have a few group managers based around the world, one based in Wetherby, near Harrogate, best give him a call and say hello.
The others I am awaiting on permission to enter…
Customer Service Professionals
37,147 members Graham Hill and 1,533 in your network
An informal networking group of Customer Service professionals that includes Customer Service, Warranty Management and Field Service.
Customer Service Champions
Customer Service Champions is a group of people who believe customer service is a core driver of all organizations
12,204 members Graham Hill and 461 in your network
Customer Service Handling
This group is for people in customer service profession facing the customer either in person or over phone.
7,220 members 136 in your network
My first foray, I’ll keep you posted.