The Essential Introduction
Social media is everywhere! It’s on our phones, our tablets, our laptops, and our TVs. Some of us even receive notifications on our wrists.
Empowered by the blank canvas freedom of social media, tech-savvy customers expect agents to completely disregard social media as a channel for personal communications, and tend to their needs courteously and professionally. The same customers are in complete control of their posted threads and messages, and no longer want or expect to listen to repetitive hold music, or wait patiently on an email response.
Students will learn: