Serving Customers Using Social Media

Course details

Using social media to serve customers is an artform. When you reply to one customer, thousands can read your response. Every word can be shared with the world, so you’ve got to get every word right. This course prepares you to serve customers in high-stakes channels like Facebook, Twitter, Instagram, and more.

Join instructor Leslie O’Flahavan as she 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 shows you how to use cutting-edge generative AI tools to help you understand customers’ posts and draft brief replies quickly.

Concepts

0. Introduction

01 - How to have a fulfilling career in social customer care

1. Delivering Efficient Customer Service on Social Media

02 - Respond quickly to customer inquiries on social
03 - Pivot channels gracefully in social customer service
04 - Answer one customer and help many more

2. Crafting Personalized, On-Brand Customer Service Responses

05 - Adopt an informal yet professional tone in your writing
06 - Include emojis and GIFs in your customer service responses
07 - Identify writing rules you can break in social media
08 - Demonstrate empathy in your responses to customers
09 - Personalize responses to customers with key details

3. Using Templates for Efficient Responses to Your Customers

10 - Determine when to use templates versus customized responses
11 - Write templates that are easy to customize

4. Handling Angry Customers on Social Media

12 - Defuse angry customers skillfully
13 - Determine when not to engage with angry customers on social
14 - Apologize authentically to angry customers

5. Responding to Ratings and Reviews

15 - Respond to low ratings and poor reviews
16 - Offer solutions, share resources, and suggest products

6. Leveraging Generative AI Tools in Responding to Customers on Social

17 - Use GenAI to analyze customer posts
18 - Use GenAI to refine responses to customers before posting

Conclusion

19 - Take your social customer care skills to the next level