The wrong message is not only bad for business - it can also land you in hot water. And as we all know, social media customer service has the capacity to create a huge amount of trouble out of the smallest mistake. The perfect example being when a leading British Telecoms company's employee tweeted about their excitement for the weekend - unfortunately of the corporate account Twitter address - and as we know, deleting the tweet does not with draw it back. What followed can only be described as a barrage of social media complaints.
So how can you protect yourself whilst avoiding choking the natural flow of conversation, especially given that you can't dictate what's being said. You need you customer service team to be on alert, aware and have the skill set in place to utilise this critical customer touch point.
This vital session will show you how to avoid mistakes and ensure your team understands company policy and strategy
Ambassadors Or Liabilities? How much power should you give your employees?
Fine-Tuning Your Voice: Creating a customer service voice that your lawyers are comfortable with, while remaining true to the trend and working within the confines of your industry without prohibiting natural conversation
Manage risk: How to safe guard your company with an effective and cohesive internal rules for engagement
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