February 9, 2021
Use these eight tips for responding to your haters on social media. While these dignified responses may not shut down negative, provocative people, they’ll demonstrate to other followers that you can provide a calm, polite response even to a troll.
January 6, 2021
This four-minute video comes from my LinkedIn Learning course, “Serving Customers Using Social Media.” To view the full course, you’ll need a LinkedIn Learning subscription. If you don’t have a subscription, and your employer doesn’t provide access to LinkedIn Learning courses, you can start with a one-month free trial. And if you’re in the US, […]
December 8, 2020
Jarrell’s questions: What are the best tools for formatting the newsletter? What is a good text to image ratio for the newsletter? Should there be alternative formats as well, IG or Facebook compatible post to coincide? Renita’s questions: What’s a good wordcount for newsletter articles? What’s a good size for the newsletter? Do you […]
November 30, 2020
How did Robin Fentress, Director of Customer Support for Bluegrass Cellular, win a $25,000 award and cut formal complaints by 43%? By teaching her customer service team to show empathy and apologize sincerely, of course. When Robin and I reconnected this year, I knew I wanted to interview her. We’d met at an ICMI […]
October 18, 2020
For years, we’ve been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.