From the course: Serving Customers Using Social Media (2019)
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Incorporate details the customer has shared
From the course: Serving Customers Using Social Media (2019)
Incorporate details the customer has shared
- Has a customer ever asked you whether you were a real person? It's a weird question, but social customer service agents get it all the time. More and more, customer service interactions are being handled by chatbots, and customers are becoming suspicious, but you are a real person and one reliable writing strategy to help you make a connection is to incorporate the details the customer has shared into your response. In a sense, you are mining the customer's messages for details and incorporating them in your response to show you're paying attention. Look for personal details, the tidbits customers share about who they are, what they're doing when they used your product. Here's the tweet from Betty Anderson who's unhappy about the washable markers she purchased. Notice the personal detail. Betty's shared in her tweet that she's a teacher. This is a perfect detail for ABC Retail's customer service agent to use in the…
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