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“
- If your job is to respond to customers on social media, then you're going to need courage and solid writing skills. When you reply to one customer's tweet or online review, thousands can read your response and share it with the world. You've got to get your social responses right every time. You'll need to know how to move the customer to a private channel, apologize with sincerity, and more. I'm Leslie O'Flahavan, and I've put together this course to help you develop the skills you need to be successful as a social media customer service agent. We'll look at real-world tweets, Facebook posts, and responses to ratings and reviews so you'll know what to write even if a customer trolls you or threatens to go viral. This isn't some abstract theoretical exercise. When you complete this course, you'll be on your way to building a lasting career as a social media customer service agent. So join me on LinkedIn Learning…
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