August 14, 2018 (2-3pm ET) Description:
Writing to customers on Facebook, Twitter or Yelp requires finesse, technique and confidence. Contact center managers often underestimate how much writing skill these super-short, super-public responses deserve. The stakes are high, however. When social customer service agents make writing mistakes, everyone sees them and anyone can share them.
This webinar will focus on the social-media-specific writing skills agents must have to write excellent responses to customers. It will challenge the idea that the best social customer service agents are people who are avid about social media in their personal lives. Rather, the best social media agents are people with established customer service skills, deep empathy, and excellent writing skills.
In this session, you will learn how to write the microcontent that drives social customer service:
- How to handle channel pivots gracefully
- Whether and how to sign your responses
- How to move the customer to a private channel
- How to make the discussion public again after a private exchange
- Know which grammar, spelling, or punctuation rules you can break
- How to use emoticons or emojis
Speaker: Leslie O'Flahavan, Principal, E-WRITE
Leslie O’Flahavan, E-WRITE owner since 1996, helps customer care organizations for some of the world's biggest brands write better email, chat, social media and text to customers. She's a customer service writing expert who can help the most word-phobic frontline employees improve their writing skills, so they can do their jobs better. Leslie’s clients improve CSAT, reduce training cycles, improve productivity, and limit legal risk. Leslie’s recent projects include helping Marriott launch live chat for their Sales IT Support team, training Air Canada’s 150+ Customer Relations agents to write in the airline’s updated brand voice, and writing a Social Media Guidebook for Hawaiian Airlines’ Reservations agents. She's worked with thousands of customer service agents. Leslie is a frequent conference presenter and workshop leader. In 2017, Leslie became a Lynda.com instructor. She's the author of the book “Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.”
Webinar Cancellation Policy:
Refunds for cancellations must be made in writing (via email to firstname.lastname@example.org
) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the webinar. Registration transfers to future webinars will not be accepted.