Overview
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Social media is a critical customer service tool. Learn how to communicate and serve customers in high-stakes channels like Facebook, Twitter, and Instagram.
Syllabus
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Customers Use Social Media—So Should You
- The special skills of social customer care
- Respond quickly to customer inquiries
- Handle channel pivots gracefully
- When and how to move the customer to a private channel
- Use an informal but professional tone
- Show empathy in your responses
- Incorporate details the customer has shared
- Include emojis and gifs in your communication lexicon
- Template or free text?
- Write templates that are easy to customize
- Answer one person and help 100 more
- Use hyperlinks to make your responses transactional
- Acknowledge the customer's anger without blaming your company
- How to handle harassers or trolls
- How to respond to low ratings and poor reviews
- How to apologize sincerely
- Know which writing rules you can break and which you can't
- Use abbreviations carefully
- More information
