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Serving Customers Using Social Media

Handle channel pivots gracefully

From the course: Serving Customers Using Social Media

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  • 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.

    Instructor

    • Click here to view Leslie O'Flahavan’s instructor page

      Leslie O'Flahavan

      • Leslie O'Flahavan is an online writing expert.

        Leslie specializes in helping organizations improve the quality of customer service responses. She helps employees improve the quality of the email, chat, and social media messages they send to customers. Leslie develops and teaches hands-on, practical, high-energy writing courses that help people do their jobs: write useful, readable web content; publish e-newsletters; repurpose content for multichannel publishing; and write plain language documents readers can use.

    Skills covered in this course

  • The special skills of social customer care

    - Can you imagine how weird it would be if you called a company's 1-800 customer service number and the first thing you heard from the agent who answered was thank you for calling, could you email us instead? Thank you and goodbye. Unfortunately, customers have this we can't answer you here experience all the time in social media. For many reasons, both good and bad, companies often receive customers' questions and complaints in social channels, but they prefer to answer customers in more traditional channels like phone or email, or more private but still interactive channels like live chat. Anytime you ask a customer to move the discussion from one channel to another, that's a channel pivot. If you ask the customer to telephone you instead of tweeting you, that's a channel pivot. When you ask a customer who reached out to you on Facebook if you can email them the user manual for their product, that's a channel pivot.…

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Contents