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LinkedIn Learning

Serving Customers Using Social Media

via LinkedIn Learning

Overview

Social media is a critical customer service tool. Learn how to communicate and serve customers in high-stakes channels like Facebook, Twitter, and Instagram.

Syllabus

Customers Use Social Media—So Should You
  • The special skills of social customer care
1. Be Responsive with Your Social Media Efforts
  • Respond quickly to customer inquiries
  • Handle channel pivots gracefully
2. Make a Public Social Media Conversation Private
  • When and how to move the customer to a private channel
3. Write in a Personal, On-Brand Tone
  • Use an informal but professional tone
  • Show empathy in your responses
  • Incorporate details the customer has shared
  • Include emojis and gifs in your communication lexicon
4. Use Templates for Social Media Responses
  • Template or free text?
  • Write templates that are easy to customize
5. Share Content to Help Customers Complete Tasks
  • Answer one person and help 100 more
  • Use hyperlinks to make your responses transactional
6. How to Handle Angry Customers
  • Acknowledge the customer's anger without blaming your company
  • How to handle harassers or trolls
  • How to respond to low ratings and poor reviews
  • How to apologize sincerely
7. Follow Punctuation and Grammar Rules
  • Know which writing rules you can break and which you can't
  • Use abbreviations carefully
Conclusion
  • More information

Taught by

Leslie O'Flahavan

Reviews

4.8 rating at LinkedIn Learning based on 533 ratings

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