Social media has rapidly become the number one platform for marketing and selling products and services for business owners all over the world. With this in mind, we must move our customer service strategies along with the customer’s needs. 

With social media being such a relaxed environment, we business owners must remember to maintain certain elements of professionalism as seen by the public view. You want to keep certain aspects in mind when posting content, responding to reviews, emails as well as direct messaging.

The thing about the social media age is that everything is digital, so, you want to keep your “business” digital footprint as customer-centric as possible. Today, one negative re-tweet can cause a PR nightmare. You want to be mindful of sensitive topics such as race, religion or politics (case by case bases). 

Reviews have a way of popping up when you least expect it so, you want to ensure that your responses are aligned with your brand and business strategy. In this lecture, customer service and social media, we’ll discuss the following topics.

-Digital response strategies and etiquette

-How to: Incorporating customer service into your content strategies.

-How to: Responding to negative social media, website, google reviews, trolls

-How to: Responding to positive customer reviews/ feedback

-What is Brand voice/digital voice (Terms of Service Statements)

-Dishonest customers and/or threats?!? What to do here?