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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.
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.
- Leslie O'Flahavan is an online writing expert.
Skills covered in this course
The special skills of social customer care“
- There are lots of adjectives you might use to describe customers who contact you for help in social media. Words like demanding, passionate, attention-seeking, or connected probably come to mind. Words like patient or chill probably don't. When customers choose social media channels, they want a response right away. In fact, a prompt response may be the very reason they chose social in the first place. They expect our social responses to be much quicker than email and much less annoying than waiting on hold on the phone listening to scratchy music. A 2019 study polled over 2,000 people of all age groups, genders, and income brackets from the United States and the United Kingdom to learn how consumers interact with the digital world. The study asked how long do you expect to wait for a response from a company to your social media question or complaint? So what do you think those consumers said? How long were they…
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