Serving Customers Using Social Media

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

Customers Use Social Media—So Should You

• The special skills of social customer care

1. Be Responsive with Your Social Media Efforts

• Respond quickly to customer inquiries
• Handle channel pivots gracefully

2. Make a Public Social Media Conversation Private

• When and how to move the customer to a private channel

3. Write in a Personal, On-Brand Tone

• Use an informal but professional tone
• Show empathy in your responses
• Incorporate details the customer has shared
• Include emojis and gifs in your communication lexicon

4. Use Templates for Social Media Responses

• Template or free text?
• Write templates that are easy to customize

5. Share Content to Help Customers Complete Tasks

• Answer one person and help 100 more
• Use hyperlinks to make your responses transactional

6. How to Handle Angry Customers

• Acknowledge the customer's anger without blaming your company
• How to handle harassers or trolls
• How to respond to low ratings and poor reviews
• How to apologize sincerely

7. Follow Punctuation and Grammar Rules

• Know which writing rules you can break and which you can't
• Use abbreviations carefully

Conclusion

• More information