Serving Customers Using Social Media (2016)

Social media is a critical customer service tool. Learn how to serve customers in high-stakes channels like Facebook, Twitter, Instagram, ratings and review sites, and more.

Introduction

• How to have a fulfilling career in social customer care

1. Delivering Efficient Customer Service on Social Media

• Respond quickly to customer inquiries on social
• Pivot channels gracefully in social customer service
• Answer one customer and help many more

2. Crafting Personalized, On-Brand Customer Service Responses

• Adopt an informal yet professional tone in your writing
• Include emojis and GIFs in your customer service responses
• Identify writing rules you can break in social media
• Demonstrate empathy in your responses to customers
• Personalize responses to customers with key details

3. Using Templates for Efficient Responses to Your Customers

• Determine when to use templates versus customized responses
• Write templates that are easy to customize

4. Handling Angry Customers on Social Media

• Defuse angry customers skillfully
• Determine when not to engage with angry customers on social
• Apologize authentically to angry customers

5. Responding to Ratings and Reviews

• Respond to low ratings and poor reviews
• Offer solutions, share resources, and suggest products

6. Leveraging Generative AI Tools in Responding to Customers on Social

• Use GenAI to analyze customer posts
• Use GenAI to refine responses to customers before posting

Conclusion

• Take your social customer care skills to the next level