Customer service is no longer just a smile at the front desk or a pleasant greeting on the phone. In this digital age we interact with customers in a multitude of ways. Whether it be a tweet, a text, a tumble, a comment on Facebook, an upload to Flickr, a website entry or an email newsletter, a blog/vlog, each encounter shapes the customer's experience and their impression of our service. Customer expectations demand that we embrace the ever-changing tools of this digital age; meanwhile, officials and decision makers are reluctant to venture into the unknown. Discover how to effectively serve the customer in a digital age by applying century-old principles to day-old technology.