Every social customer care organization does things slightly differently. In this video, learn why it's best if you get you manager's sign-off on some of the writing practices in this course.
- You know the old saying, there's no such thing as a stupid question? That's true, and it's doubly true for writing to customers in social media. This customer service channel is relatively new and things are always changing, so it's normal for you to have questions. I want to encourage you to talk to your manager about the information and suggestions I'm going to make in this course. Social customer service, like customer service in any other channel, is quite specific to the company.
Things that are okay for one company, like using an abbreviated product name in a tweet might not be okay for another. To help you out, I've put a handout called get your manager's input in the exercise files for you. I flagged some practices I think you should confirm with your manager and I've given you room to take notes on any questions that arise.
- Being responsive by giving quick, complete answers
- Writing professionally and in an on-brand tone
- Knowing when to move a public conversation to a private channel
- Using emoticons and emojis
- Handling trolls and other negative customers
- Knowing when to use templates and when to use free text
- Using hyperlinks and coping with character limits
- Following the rules of grammar and punctuation