Serving Customers Using Social Media (2019)

Course details

Social media is a critical new tool for customer service. Using it right is an artform. When you reply to one customer, thousands read your response. Every word is shared with the world. This course prepares you to serve customers in high-stakes channels like Facebook, Twitter, and Instagram. Leslie O’Flahavan explains how to respond quickly, move from public to private channels, and write in an authentic but professional tone that blends your company’s templated responses with your own personal touch. Examine real-world tweets, Facebook posts, ratings, and reviews to see what happens when skillful customer service reps talk down angry customers and even trolls. Leslie also provides writing tips to keep your grammar and punctuation professional and in line with your company’s brand.

Learning objectives
Responding quickly
Switching channels with ease
Moving from a public to a private channel
Writing in a personal but professional tone
Including emojis and GIFs
Combining templates and free text
Sharing knowledge
Handling angry customers
Responding to low ratings and reviews
Following punctuation and grammar rules

Concepts

Customers Use Social Media So Should You

01 - The special skills of social customer care

1. Be Responsive with Your Social Media Efforts

02 - Respond quickly to customer inquiries
03 - Handle channel pivots gracefully

2. Make a Public Social Media Conversation Private

04 - When and how to move the customer to a private channel

3. Write in a Personal, On-Brand Tone

05 - Use an informal but professional tone
06 - Show empathy in your responses
07 - Incorporate details the customer has shared
08 - Include emojis and gifs in your communication lexicon

4. Use Templates for Social Media Responses

09 - Template or free text
10 - Write templates that are easy to customize

5. Share Content to Help Customers Complete Tasks

11 - Answer one person and help 100 more
12 - Use hyperlinks to make your responses transactional

6. How to Handle Angry Customers

13 - Acknowledge the customer's anger without blaming your company
14 - How to handle harassers or trolls
15 - How to respond to low ratings and poor reviews
16 - How to apologize sincerely

7. Follow Punctuation and Grammar Rules

17 - Know which writing rules you can break and which you can't
18 - Use abbreviations carefully

Conclusion

19 - More information