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Serving Customers Using Social Media
Summary
Social media is a critical customer service tool. Learn how to serve customers in high-stakes channels like Facebook, Twitter, Instagram, ratings and review sites, and more.
Using social media to serve customers is an artform. When you reply to one customer, thousands can read your response. Every word can be shared with the world, so you’ve got to get every word right. This course prepares you to serve customers in high-stakes channels like Facebook, Twitter, Instagram, and more. Join instructor Leslie O’Flahavan as she explains how to respond quickly, move from public to private channels, and write in an authentic but professional tone that blends your company’s templated responses with your own personal touch. Examine real-world tweets, Facebook posts, ratings, and reviews to see what happens when skillful customer service reps talk down angry customers and even trolls. Leslie also provides writing tips to keep your grammar and punctuation professional and shows you how to use cutting-edge generative AI tools to help you understand customers’ posts and draft brief replies quickly. This course is part of a Professional Certificate from Zendesk.