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Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor.
Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor. By adapting customer service principles to the unique challenges of social media, you can ensure that your online service accurately reflects the organization's brand. In this course, customer service expert Jeff Toister helps you develop communication guidelines for your reps. Then he helps you figure out what social media platforms and review sites your customers frequent, so you can listen intently, engage your fans, respond to complaints, and offer proactive service. Last, Jeff explains the value of online self-help options, from FAQs to online tutorials, and how to make them easy for your customers to use.
Overview
Syllabus
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Introduction
- Welcome
- Getting the most out of this course
- The unique challenges of online customer service
- Communicate in your brand's voice
- How to deal with trolls
- Identify key social media platforms
- Listen to customers on social media
- Respond to customer complaints on social media
- Engage customers via social media
- Provide proactive service and solutions
- Identify popular business review sites
- Listen to customer feedback on review sites
- Respond to customer complaints on review sites
- Engage customers who write positive reviews
- Understand the value of self-help options
- Make self-service easy
- Next steps
