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IGTC01CS - Serving Customers Using Social Media (EN)
01 - Customers Use Social Media—So Should You
01 - The special skills of social customer care (1:01)
02 - 1. Be Responsive with Your Social Media Efforts
01 - Respond quickly to customer inquiries (3:12)
02 - Handle channel pivots gracefully (2:51)
03 - 2. Make a Public Social Media Conversation Private
01 - When and how to move the customer to a private channel (3:35)
04 - 3. Write in a Personal, On-Brand Tone
01 - Use an informal but professional tone (2:47)
02 - Show empathy in your responses (3:10)
03 - Incorporate details the customer has shared (2:25)
04 - Include emojis and gifs in your communication lexicon (3:09)
05 - 4. Use Templates for Social Media Responses
01 - Template or free text (3:12)
02 - Write templates that are easy to customize (2:34)
06 - 5. Share Content to Help Customers Complete Tasks
01 - Answer one person and help 100 more (2:56)
02 - Use hyperlinks to make your responses transactional (2:41)
07 - 6. How to Handle Angry Customers
02 - How to handle harassers or trolls (4:13)
01 - Acknowledge the customer-s anger without blaming your company (3:40)
03 - How to respond to low ratings and poor reviews (3:30)
04 - How to apologize sincerely (2:13)
08 - 7. Follow Punctuation and Grammar Rules
01 - Know which writing rules you can break and which you can-t (3:42)
02 - Use abbreviations carefully (3:06)
09 - Conclusion
01 - More information (0:46)
Ex_Files_Serving_Customers_Social_Media
Ex_Files_Serving_Customers_Social_Media
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01 - Answer one person and help 100 more
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