How You Can Win at Social Customer Care

What business isn’t using social media to connect with customers nowadays? If you aren’t, now is the perfect time to do so with all the crazy things happening in our world today.

In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to handle social media for your business.


You can teach anyone how to use Twitter or how to use Facebook. But what is so hard to teach is empathy. It’s that willingness to take care of a customer. If you can find a millennial that understands social media but has no concept of customer service, that’s the wrong person for this job. 

Good writing skills

You have to find somebody who knows how to write. They must have an understanding of the correct use of grammar because social media is public. Otherwise, when you put out responses that are grammatically incorrect or have spelling errors, that’s a reflection on your brand. And it doesn’t look good. 

For decades, it didn’t matter if call center agents knew how to write, as long as they could speak well. But just because someone can speak well doesn’t mean they can also write well. It’s a different skill set. 

So when you’re hiring for social, give them a writing test, or ask for a writing sample because you have to make sure that they’re able to communicate appropriately.

For more information and resources on creating the best customer experience, check out The Customer Service Revolution podcast. If you’d like to listen, head over to 009: Making Customer Experience Your Best Marketing Strategy with Dan Gingiss. 


About The Author

Dave Murray

Dave is the Senior Customer Experience Consultant for The DiJulius Group and has helped dozens of companies create incredible systems that allow them to consistently deliver superior customer service. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders.