Interactive Web Writing for New Media
Early Bird & Group Rates Available!
23 - 24 Oct 2018
In an ever increasing competitive environment, customer satisfaction is no longer just about the product offering. Savvy online customers demand quality customer support via social media or other online channels which has direct impact on brand image, conversion, sales and customer loyalty.
Clients turn to online and social media channels to seek help with transactions like placing orders, setting up, fixing or replacing a product, or addressing an enquire. Customer service agents can help
build relationships with customer and turn them into satisfied customers.
Writing on social media and web live chat is different from responding to customers using traditional channels like phone and email. Customers expect quick, short and to the point answers.
Often times, clients are emotional and want quick fixes. For those whose first language is not English, this is extremely challenging especially when anything written is public, easily shareable and you are often not given a lot of space to communicate your thoughts. Think Twitter and you wonder how you can help solve an issue in 140 characters!
What You will Learn
This essential training workshop aims to help customer service professionals write great social media responses (live chats, reply to comments and social media posts). By participating in this workshop (lecture, video, discussion and exercises), you'll be on your way to becoming a great social media customer service agent using interactive business writing.
Module 1 – How Business Writing for New Media is Different
New and evolving channels with different characteristics
Conversations are not always one to one
They are public and can be easily shared
Customers expects quick turnaround time
You have very limited space to fit in your communication
Module 2 – Responses Required
Trends In client expectations
“Listening” to their text messages
Acknowledging and addressing issues using the correct verbs
Ask on point and questions to find out issues
Avoid jargons, use clear and simple words instead
Group Activities: A list of 30 common simple and clear words instead of jargons
Sample short sentence structure to rephrase and confirm correct understanding
Sample short sentence structure to describe your actions as customer waits online for fixes
Module 3 – Using the Right “Tone of Voice”
Adhere to your brand voice on social media channels
What is that and how does that sound like?
Examples of web writing that is personable yet professional
Short texts that show sincerity and empathy
Appropriate use of emoticons and emojis
How many is too many
When to use
When it confuses more than help
Module 4 – Supporting Customers with Sales/Transactional Intent
Find out what customers want help with (not all are here to complain)
Use precise words and simple questions
Sample sentence structures to ask open ended and closed questions
Restate the customer’s point to clarify as many details as possible
2 ways to explain clearly on social media with limited character space
Use only acceptable and clear abbreviations
Use sparingly and be consistent
Spelling and acceptable abbreviation of terms used
On hashtags and ampersands signs
Module 5 – Because New Media Conversations are Public
Know when to move public complain to private channels (DM/PM)
Learn how to do that skillfully
Know why to move the conversations back to public
And when to do that
Know when and how to handle channel pivot tactfully
Module 6 – Canned Responses and Free Writing
Prepare canned responses
And closing statements
How to customizable canned response with a human touch
And in-the-moment free writing that shows sincerity to help
Activities on preparing canned responses
Activities on customization of canned responses
Module 7 – Responding to Rude Customers (and Onlookers)
How to check fictions against facts (it’s not personal)
Sentence structures that politely remind them to be civil with their language
Sentence structures that refer them to your company’s social media policy
Focus your writing on addressing issues
Short but helpful text messages that customers would appreciate
Sentence structures to inform customer you are escalating the issue
Module 8 – Grammar and Punctuation
Sentence structures to state facts
Countable and uncountable nouns
A list of the most commonly used uncountable nouns
10 rules of spelling the plural form of nouns
Capitalizations on social media is not welcomed
US or UK English? But not Manglish
Use of online tools for real time help with grammar and spelling
Who Should Attend
This program is suitable for online sales professionals, social media managers, customer relationship professionals, support staff, and independent entrepreneurs.
Louisa Chan is Certified Online Content Marketer and an experienced international Trainer in the Digital Marketing space. Her custom-designed training spans across Malaysia, Dubai, and the Maldives.
She holds a Bachelor of Commerce (Major in MIS) from McGill University, Canada, and a Masters in Education from Sheffield University, the UK besides being a professionally trained Coach.
Certified as a Project Management Professionals in 2008 from the Project Management Institute in the US, Louisa worked with MNCs in various countries having been based in Singapore, China, Bangkok, Sydney and Hong Kong.
Louisa has the unique combination of subject matter knowledge, hands-on expertise as well as the skill in designing and delivering the training. Both her online training products as well as her in-person training are said to be informative, engaging, easy to understand and very practical.
Her public training workshops consistently receive raving reviews from delegates. Her clients include: Gribbles, Zuellig, IRIS Corp, Public Mutual CWA agents, USM, UKM, UPNM, UPM, Coway, MyCEB, Johnson Controls, Times Publishing, Hallmark, Hai-O Group, DoubleTree, Straits Trading Organization (Maldives), Sogo, Celcom, Spritzer, Timberland, Johnsons Control, Loreal, Asia Pacific Alliance of Coaches and others.
Louisa speaks fluent English and Mandarin and has been featured on RTM1, RTM2 as well as interviewed on Sin Chew Daily, and the Feminine Magazine. BFM, the business radio channel in Malaysia has done a series of interviews with Louisa on the topic of Content Marketing. Her online Business Building Training courses were accredited by the Australian National Educational Council for AAMT members.
Date: 23 - 24 Oct 2018
Venue: Qliq Damansara (Venue subjected to change)
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- Official fee: RM2,480
- Early bird offer for registrations received one month before date - ONLY RM1,980
- Early bird offer for registrations received two weeks before date - ONLY RM2,180
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