It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to #communicate with customers online. Chapter 1: Email and Web Chat. When emailing and in web chat, you can be more informal that you might in a letter, but don’t take it too far. Check your emails, and respond promptly to those requesting action. Above all, be polite and don’t email when angry! Chapter 2: Social Media and the Customer. When using social media, empathise with customers publically, but take one-to-one discussions away from the public eye. Remember you represent the company, and don’t over promise. Chapter 3: Social Media and You. On social media you’re never fully off duty. Make sure you maintain high personal standards. Don’t be critical of the company, colleagues or customers.
Production Year: 2015
Duration: 8 min
Series: Customer Service Essentials
Printable Resources: Yes
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