Lynda - Customer Service: Writing for Social Media

Size: 447 MB | Duration: 1h 3m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch

Genre: eLearning | Level: Beginner | Language: English

Today's customers are moving away from one-to-one channels like telephone and email and toward public, one-to-many channels that are mobile and social.  As a result, if you're a frontline customer service professional, you need to update your writing skills to ensure you can represent your company's brand and meet your customers' needs on Facebook, Twitter, and any new, emerging social channels. In this course, writing instructor Leslie O'Flahavan explains how social customer care differs from traditional channels, and demonstrates how to write in a personal, on-brand tone of voice. Learn when to move a customer to a private message, how to gracefully handle rude customers, how to cope with character limits, and more.

Topics include:

* 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