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Serving Customers Using Social Media

How to apologize sincerely

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

    - What are the eight words customers really hate? "We regret any inconvenience this may have caused." That tired, passive-aggressive saying sidesteps responsibility, and it sounds completely insincere. Bad apologies become even worse in social media because everyone's watching. When you fail to apologize sincerely, it's easy for angry or disappointed customers to share your words, and when that happens, you end up with two customer service problems on your hands, the problem you semi-apologized for and your failed apology. Let me show you how to take this tired apology from empty to effective. First, replace the word any with the word the. This change instantly makes you sound less skeptical. When you write any, you sound like you doubt what the customer said. When you write the, you're accepting the customer's complaint or displeasure. Second, remove the words may have. It's simply bad customer service to imply…

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