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Tip Sheets for Social Customer Support Reps

EXCLUSIVE - Waffle House grill cook cheat sheet

EXCLUSIVE – Waffle House grill cook cheat sheet (Photo credit: nickgraywfu)

Have you ever lost your cell phone, and realized that you don’t know anyone’s telephone number by heart anymore? Thank goodness for cloud storage, so your new phone can magically have all the data you need at your fingertips. It’s just much easier to get done what you need to do when the data you need is right there.

The same is true for your customer support staff, social or otherwise. Providing a tip sheet, or quick reference guide, is the easiest way to ensure that your team has the most important information right at their fingertips. This helps them project a confident, well-informed image to your customers and helps them feel more self-assured and knowledgeable. The smarter they feel about the product or service they’re discussing, the more they’ll feel comfortable talking to customers about it.

Here are just a few ideas of things that could be helpful on a tip sheet:

Cheat Sheet Items

  • Mission Statement – It doesn’t have to be fancy, It’s just a good idea to make sure the team sees the big picture.
  • Quality Standards – Which tasks can I complete that look like good service to our customers?
  • Priorities – If many things start to happen all at the same time, which should I do first? Which should be put off?
  • Contact Information – Let the team know who can get what done, and how to reach those people.
  • Emergency Information – List instructions for emergencies.

Social Customer Support Cheat Sheet Items

In addition to those above, add these for your social team:

  • Hours of Operation – When are posts expected to be answered?
  • List of Monitored Channels – Facebook? Twitter? Pinterest? YouTube? A comprehensive list helps ensure nothing is missed.
  • SLA – Desired time to response for each channel. This is particularly helpful with multiple channels
  • Thresholds for escalation – Let your team know how they can tell it’s time to escalate.  (X number of posts on the same topic in X hours need to be escalated)

Each business is different, but generally these categories of information can get even new or temporary employees through challenging situations.

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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