- 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
Skill Level Beginner
- Writing to customers in social media can make your head spin. There seems to be a new social channel every week. And even the familiar ones like Twitter and Facebook keep adding customer service options. With all this change, it can be difficult to develop the right writing skills and keep them fresh. Whatever brings you to this course, I'm glad you are here. I'm Leslie O'Flahavan. I'm an experienced writing teacher and a contact center consultant.
I specialize in helping customer service professionals write great social media responses, emails, and live chats. We'll start by looking at how social customer care is different from traditional channels like phone and email. Then I'm going to show you how to use an informal friendly tone in your writing. And yes, you are allowed to use emojis. You'll also learn when it's okay to use templates in social media and when you must free text. And you'll see how to handle customers who become rude or try to rile everyone up.
By taking this course and completing all the hands on exercises, you'll be on your way to becoming a great social media customer service agent. So let's get started.