Customer Service in a Virtual World Social Media Care… Customer Service in a Virtual World 30 sec intro to Conscious

It is NOT about selling or making money… Social Media is to share information, images, videos, sounds and content in a digital format. But most importantly it is about being SOCIAL! 30 sec intro to Conscious

Just How Big is Social Media? Social Media Revolution (get the link up and show it) https://www.youtube.com/watch?v=0eUeL3n7fDs Talk about the speed of change

Social Media Comparison

The 3 Basics The 3 basics a firm must have

An up to date social media policy Work out a policy: An employer should set out in writing what it regards as acceptable behaviour in the use of social media at work and what is unacceptable. It should also give clear guidelines for employees on what they can and cannot say about the organisation. Draw a line between private and work lives: An employer should be clear throughout its policy in making a distinction between business and private use of social media. If it allows limited private use in the workplace, or in any way connected with the organisation, it should be clear what this actually means in practice. Advantages: The benefits of a policy can include helping: the employer to protect itself against liability for the actions of its workers;  line managers to manage performance effectively. Be ready to adapt:   What should the social media policy cover? Network security: To avoid viruses, most organisations will have controls on the downloading of software. Technical security features, such as firewalls, will usually be managed by the IT department. Acceptable behaviour and use of: Internet and emails: If personal use is allowed, state the boundaries. Smart phones and hand-held computers: Employers need to regularly review and update their policies to cover the new and evolving ways for accessing social media, and to reflect changing employee behaviour and attitudes about their use. Social networking sites: Remind employees to regularly check the privacy settings on their social networking profiles, as they can change. Further, an employer should cross-reference its social media policy to its bullying and harassment policy. Blogging and tweeting: Data protection and monitoring: Business objectives: Disciplinary procedures: The organisation's 'intellectual property How to communicate your social media policy Consult: Use social media: A high proportion of employees do not know if their employer has a policy on internet use. Technology is evolving so quickly that many policies soon become out-of-date, so they need to be reviewed regularly. Social media channels can be an effective way for an employer to raise awareness of its policy and any changes.

Clear and concise procedure for positive and negative reviews

Speed stuns, this is your reputation dont leave it too long

Follow the 3 key rules

Monitor your social media

Acknowledge their complaint in under 24 hours sooner if possible

ONE DOES NOT SIMPLY ARGUE… OVER THE INTERNET! Prepare a response for negative reviews - do not argue

Timing is everything the sooner you respond to a negative or positive comment the better the response from the individual Never argue online, you will lose. Instead acknowledge the issue, take the issue offline, re-post a positive outcome if there is one.

MISSION ACCOMPLISHED Make sure you complete the circle, if the situation is resolved respond on the original review

The right tools to use

Hoot Suite – free for up to 2 social media platforms Sprout Social Social Mention Tweet Reach All offer some kind of a free trial

What is a Chatbot? What Is A Chatbot? A chatbot is a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.

Top 6 Social Media Care Tips Don’t argue on Social Media Respond to all reviews within 24 hours Review your Social Media Policy Follow the 3 key rules Don’t try to sell…social first…selling second Create value in your content