Train your reps to handle customers online and via social media — Online service skills are a growing necessity for reps in today’s digital communication age. Managers need to make sure their reps are prepared. Here are some resources:
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A brief excerpt covering online and social media service from Renée Evenson’s Customer Service Training 101, Third Edition.
- An article from the Customer Service Group archives with Evenson’s advice on the proper language to use with customers, whether on the phone or online.