Intertwining Social Media and Customer Service
Chuck Dennis, Vice President and Senior Consultant for Knowledgence Associates, taught NIM how to infuse social media with customer service to boost engagement and ROI. NIM attendees learned how to interact with customers’ concerns and complaints through social media. Also, tips for detecting and re-directing what could become a PR debacle.
Meet Chuck Dennis
A Customer Service champion, Chuck Dennis is Vice President and Senior Consultant for Knowledgence Associates of Cambridge, MA. His consulting practice includes Customer Service strategy and delivery programs. They also include the creation and delivery of customer-focused communications, such as email and social media campaigns.
Chuck’s key strength is his relationships with customers, and his background leading the internal teams that serve them. He stresses active listening, swift action, and sincere follow-up as a method of maintaining customer loyalty. He specializes in the careful handling of “Angry Customers,” teaching businesses to manage that anger and to embrace the business improvements that is made by acknowledging and repairing those problematic issues.
Prior to joining Knowledgence Associates, Chuck held Customer Service management positions with CompuMark and Thomson & Thomson (both member companies of Thomson Reuters) as well as Northern Light Technology.
Chuck serves on the board of directors of SOCAP – New England, and is a member of the Boston chapter of SMEI. He has served on the Customer Advisory Board for Constant Contact Inc. Additionally, he was a member of the Planning Committee of the Boston Cell of Fast Company magazine’s Company of Friends network.