Duration: 43m | Video: h264, yuv420p, 1280x720 30fps | Audio: aac, 44100 Hz, 2 ch | 267 MB
Genre: eLearning | Language: English
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 reflects the organization's brand.
In this course, customer service expert Jeff Toister 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, Jeff explains the value of online self-help options (from FAQs to online tutorials) and how to make them easy for your customers to use. Topics include:
* Identifying key social media platforms
* Communicating with customers in your brand's voice
* Listening and responding to customers on social media
* Listening to customer feedback on review sites
* Making self-service easy for customers
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