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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“
- We've all seen Twitter feeds that look like this. This is just exceptionally bad customer service and you don't have any part of it. The key to using templates is to make them sound fresh. Of course, some social customer service teams engage in black and white thinking when it comes to templates, they're strictly against templates. "Nope, we don't use them and we never will. "We free-text every response to every customer, every time." I don't agree with this all or nothing attitude. I think social customer service agents can use templates to deliver personalized service if they develop a collection of templates that are easy to customize. That way customers probably won't even realize the social response is partly pre-written, they'll just be glad you responded quickly and sincerely. So if you're on board with this practice, how should you customize these concise social media templates? Here are two methods to try.…
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