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Today's customers are moving away from one-to-one channels like telephone and email and toward public, one-to-many channels that are mobile and social.-áAs a result, if you're a-áfrontline customer service professional, you need to update your writing skills to ensure you can represent your-ácompany's brand and meet your customers' needs on-áFacebook, Twitter, and any new, emerging social channels. In this course, writing instructor Leslie O'Flahavan explains how social customer care differs from traditional channels, and demonstrates how to write in a personal, on-brand tone of voice. Learn when to move a customer to a private message, how to gracefully handle rude customers, how to cope with character limits, and more.