How to Serve Customers Using Social Media

How to Serve Customers Using Social Media

 

Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor.

 

By adapting customer service principles to the unique challenges of social media, you can ensure that your online service accurately re ects the organization's brand.

 

In this course, customer service expert David Ho helps you develop communication guidelines for your reps.

 

Then he helps you figure out what social media platforms and review sites your customers frequent, so you can listen intently, engage your fans, respond to complaints, and offer proactive service.

 

Last, David explains the value of online self-help options (from FAQs to online tutorials) and how to make them easy for your customers to use.

TRAINING SYLLABUS

 

OVERVIEW

• The unique challenges of online customer service

• Communicate in your brand’s voice

• How to deal with trolls / trouble-makers

 

SERVE CUSTOMER VIA SOCIAL MEDIA

• Identify key social media platforms

• Listen to customers on social media

• Respond to customer complaints on social media

• Engage to customer complaints on social media

• Provide proactive service and solutions

 

MANAGE REVIEW SITES

• Understand the value of self-help options

• Make self-serve easy

 


 
 
 
 
 
 

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