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Social Media Customer Service Overview

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

What are customers' expectations regarding customer service on social media?

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1. What is the best way to engage a customer on various social media channels?

2. Brands can typically expect all of these types of customer service inquiries on social media EXCEPT which?

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About This Quiz & Worksheet

Evaluate your knowledge of social media customer service with this multiple-choice quiz and worksheet. The five questions in this quiz cover the benefit of listening when handling customer service inquiries through social media, among other aspects of this topic.

Quiz & Worksheet Goals

You'll be tested on the following:

  • What customers expect when it comes to customer service on social media
  • Engaging customers on various social media channels
  • Customer service inquiries that brands can expect on social media
  • A possible risk when handling customer service inquiries using social media
  • How listening can help when handling these customer service inquiries

Skills Practiced

  • Interpreting information - verify that you can read information about the importance of listening when engaging with customers using social media and interpret it correctly
  • Making connections - use what you've learned to make connections between risks and handling customer service inquiries on social media
  • Information recall - access the knowledge you've gained about the best way to engage customers on different social media channels

Additional Learning

Learn more about this topic with the lesson titled Social Media Customer Service Overview. Here are examples of what's in this lesson:

  • Examples of different online platforms that customers might use
  • Various considerations when engaging with customers on social media
  • When a phone or face-to-face encounter is best
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