Table of Contents

1. Tutorial Video
2. Reading Materials
• '6 tips for providing better online customer support’ webpage from the Mashable website.
• 'How to adapt the way you communicate to different situations’ webpage from the Wiki How website.
• 'How to deliver outstanding customer service with social media’ webpage from the Social Media Examiner website.
• '38 tips for social media etiquette for business’ webpage from the Jeff Bullas website.
• Laser Reading Text: ‘Use social media to deliver customer service’
3. Presentation
• Click on the icon to view this presentation: 'Support customers through real-time online customer service'.
• Click on the icon to view this presentation: 'Use social media to deliver customer service'.
4. Good Practice Example
5. Good Practice Example
6. Interactive Quiz
7. Evidence Opportunities
8. Extended Learning
• Click to read ‘Five ways to use social media for better customer service’ on the Marketing Donut website.
• This article from Live Chat 100 covers ‘4 essential questioning techniques for live chat’
• Click on the right arrow to watch a video on this topic.
9. Extended Learning
• •
• Click to watch this video called ‘The impact of social media on customer service’, produced by HubShout. It looks at how social media has changed the expectations of customers in terms of customer service satisfaction.
10. Think And Challenge
• Click on the link to read ‘How four major companies revitalized their brands by being great to their customers on social media’.
• • In your opinion, which of the companies mentioned have the best customer service focus on social media?
  • How could you use social media to engage your customers in a positive way following a ‘social media disaster’, similar to that of Domino’s?
• It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.