My newest Lynda.com course is live!

Yep, you read that right! My second course for LinkedIn Learning (a.k.a. Lynda.com) is ready to view. Check it out: “Customer Service: Writing for Social Media.” The course is made up of 29 short videos (about 3 minutes each) and loads of handouts and exercises, so you can apply what you have learned about writing to customers in social media.

I loved filming this course, and I’m so excited that it’s live. Below, I’ve included the “Welcome” video and the “How social customer care is different” and “Check with your manager” videos. Please watch these videos and let me know what you think!

Here’s the course description:
Today’s customers are moving away from one-to-one channels like telephone and email and toward public, one-to-many channels that are mobile and social. As a result, if you’re a frontline customer service professional, you need to update your writing skills to ensure you can represent your company’s brand and meet your customers’ needs on Facebook, Twitter, and any new, emerging social channels. In this course, writing instructor Leslie O’Flahavan explains how social customer care differs from traditional channels, and demonstrates how to write in a personal, on-brand tone of voice. Learn when to move a customer to a private message, how to gracefully handle rude customers, how to cope with character limits, and more.

Topics include:

• Being responsive by giving quick, complete answers
• Writing professionally and in an on-brand tone
• Knowing when to move a public conversation to a private channel
• Using emoticons and emojis
• Handling trolls and other negative customers
• Knowing when to use templates and when to use free text
• Using hyperlinks and coping with character limits
• Following the rules of grammar and punctuation

You’ll need a Lynda.com subscription to view the full writing for social media course or complete the exercises, but you can start with a 10-day free Lynda.com trial. Your employer may already have Lynda.com group plan or may be willing to purchase an individual plan for you. And many public library systems, such as the DC Public Library, offer their patrons free access to Lynda.com courses, so check with your local library about this benefit.

Welcome: Writing for Social Media

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How Social Customer Care is Different

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Check With Your Manager

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