Presentation for CSSP at the ACCE 2013 Conference

Writing to customers via chat or social media requires incredible versatility. Agents have to be able to balance approachability with professionalism, brevity with detail, individual authorship with group writing. And because social media is — by nature — viral, writing successes and failures are far reaching and very public. This hands-on workshop will help managers of customer care organizations:

• Understand the challenges of writing to customers via social media
• Identify the agents who have excellent writing skills and can switch from phone or e-mail to new channels
• Understand why social media is an extension of existing communication channels rather than a “whole new world”
• Assess agents to discover whether they have the writing skills to make the transition from phone or e-mail to social media and chat