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Saturday, March 9 • 5:00pm - 6:00pm
Real Talk: The Social Customer Service Shift

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Customer service has become one of the most dynamic areas in social media. The social revolution has completely transformed a back-office function and put it square in the limelight, allowing both large and small companies to provide public, real-time help to customers across the social web.
How many brands would state that they provide customer service on social media platforms? Many? Most? How many of these brands have an active presence? Are they relevant to current and potential customers? Are they providing customer service for the right reasons?
This panel will give you the straight dirt on how to turn your social service theories into real customer service practice. Learn strategic and operational lessons from social media and customer service leaders from Southwest Airlines, Samsung, JPMorgan Chase and Comcast. Get real-world insight on how these individuals are helping people and defining new ways to listen, engage and assist their customers.
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avatar for Marsha Collier

Marsha Collier

Advisory Council at STELLAService, STELLAService
Author 48 books: Social Media Commerce, eBay, Online Customer Service. Forbes Top 10, Futurist, Founder #CustServ chat, #techradio tech podcast. StarTrek nerd
avatar for Carla Saavedra Kochalski

Carla Saavedra Kochalski

Mgr, Social Media & DigitalSamsung MobileSocial. Tech. Fashion. Art. Those are my four passions, and they are reflected in the work that I do as the Manager of the Digital and Social Media Customer Care teams for the largest tech brand on social.
avatar for Brooks Thomas

Brooks Thomas

Communications SpecialistSouthwest AirlinesI do social media for Southwest Airlines, as part of the Communications Team. My main bag is managing the content for Nuts About Southwest, our award-winning Company blog.

Saturday March 9, 2013 5:00pm - 6:00pm CST
Sheraton Austin, Capitol EFGH

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