Social Media Customer Service Guide
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ScribdTranslationsSocial Media Customer Service Guide
Translated by
ScribdTranslationsPurpose of the activity
To provide a quality service to the customer through the application of the
General recommendations for your treatment.
Practice what you learned
I. Answer the questions for each case.
a. Aldo works part-time as a content manager.
social media of a bakery. One of the customers sends them messages
privately to request prices of the products. Since Aldo
he is unaware of the information, asks the client to call by phone
to the nearest branch.
Do you think Aldo acted correctly? Justify your answer.
answer.
It's fine since Aldo is unaware of the information the client.
It could be provided with the required information through the call to the
Bakery where you can get details about prices and branches
where you can go to ask for information.
b. A follower of the bakery's social media comments, in several
publications, that the products are not of quality and claims that he
caused a stomach infection.
How should Aldo act so that this kind of
comments do not harm the reputation of the business?
Aldo must remove the bad comment that was posted online.
Social and it should also explain why I deleted the comment
So that your clients do not lose trust.
Why is it important to constantly monitor networks?
socials?
Why is it that the user who is publishing the products can
detect threats and any problems that are occurring in that
moment and provide an optimal solution for the good of the
company.
c. One of Aldo's posts has spelling errors and a
the user makes the observation of this failure in a very
educated.
How should Aldo react to his comment?
Accepting the mistake positively and correcting the deficiency
spelling giving a good comment.
II. Complete the following sentences with the options from the box:
A troll enjoys criticizing and offending on social media.
The passive user knows about your services through recommendations from others.
You must motivate an occasional user with creative content to
that consumes your product.
4. In response to an uncomfortable user, respond kindly and provide
solution to what you report.
Uncomfortable Troller Occasional Passive
III. Itzel provides technical support over the phone to users who are experiencing
problems with your internet connection. Mark the actions with an “X”
What should be done to provide good customer service.
Be respectful and tolerant during the call.
Indicate to the user the duration of the call.
Use an appropriate volume of voice.
Record the conversation between the user and her.
On Carlos's social network, a user posted the following: "This product is the best I have ever tried." In response,
Carlos replied: "Thank you for your preference, we are here to serve you." Is there an error in the response?
Yes, the message is not very clear, it is short and has bad spelling.
Yes, it has clarity, good writing, and user attention.
Yes, it has spelling mistakes and is unclear for users.
Question
Select an option.
Juan creates content that motivates users to purchase his products using gifs, images, and videos. What type
Is it trying to users?
Uncomfortable
Occasional
Satisfied
Question
Select an option.
Fidel has constant communication with its users and recognizes the importance of each one of them. What type of
Which users are being handled?
Faithful
Passive
Satisfied
Question
Select an option.
Alma wants to establish a promotion for her most loyal customers in order to provide continuous support. What is the reason
Is it correct for Alma?
No, promotions are carried out to strengthen the relationship with customers.
Yes, customer service should be the priority of every business.
No, promotions are not for loyal customers but for new customers.
Question
On Juan's social network, a user posted the following: "This type of product always turns out defective and never
they want to apply the warranty." To this, Juan replied: "Our product is guaranteed". What is the error in the
previous answer?
It's not clear
He/She has poor spelling.
It is not respectful
Question
Select an option.
Laura decidió crear promociones para reconocer a algunos de sus usuarios. ¿A qué tipo de usuarios se enfoca?
Liabilities
Satisfied
Faithful
Question
Select an option.
Diego's social network always received very good comments. However, one day he realized that people were no longer
He doesn't comment as frequently as before. What could be the cause of this?