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Serving Customers Using Social Media

Include emojis and gifs in your communication lexicon

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.


    • 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

    - So, are you allowed to use emojis and gifs in your social customer service responses? Of course you are, but there's a right way to use them and there's a wrong way. Let me give you two examples. You choose which customer service agent did it right and which didn't. Here's the first example. The agent used one simple winking emoji. And here's the second. Notice that the customer used one emoji and the agent used three. That was probably pretty easy. The customer service agent tweeting about makeup used the emojis well and the mobile service provider agent didn't. Her response violates most of the best practices for using emojis in social responses to customers. The emojis make her tweet hard to read, overly cute, and kind of confusing. Why did she use the angel emoji after her name? Does she think she's the customer's angel? Here are four tips for using emojis and gifs when responding to customers. Number one:…

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