Social Media Service Management
Social Media Service Management is the proficiency to handle customer inquiries and complaints effectively via social media channels. It involves understanding digital communication dynamics, swift problem-solving, delivering timely responses, driving customer engagement, and implementing strategies to enhance customer satisfaction and loyalty online.
Level 1: Emerging
At an emerging level, you are beginning to familiarize yourself with managing customer service inquiries on social media and responding promptly, while maintaining professionalism and adhering to brand voice.
Level 2: Proficient
At a proficient level, you are able to effectively manage customer inquiries and issues on social media platforms, demonstrate empathy, and provide timely and accurate solutions to enhance customer satisfaction.
Level 3: Advanced
At an advanced level, you are able to effectively manage customer inquiries, feedback, and issues via social media platforms with a high degree of empathy, professionalism, and efficiency.
