As customers continue to solicit service through Facebook, Twitter, and Instagram, companies are adding social media as a recognized support channel. As a result, contact centers must train their agents to be able to provide excellent customer service through social media.
Understanding the differences between the key social media channels, how people interact with them, and how customer responses are delivered, can initially seem very daunting for some agents. This interactive course is a must-have for agents who are new to handling customer queries online.
This course looks at the key features of three key social media channels, explores best practices for terminology and etiquette, and demonstrates how to respond effectively to posts.
At the end of this course, agents will be able to:
The Digital Customer Service program is designed by call center experts to provide a practical and engaging learning experience. Start today.