how to organize a successful customer service organisation - skat
TRANSCRIPT
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HOW TO ORGANIZE A SUCCESSFULSOCIAL MEDIA
CUSTOMER SERVICE
TEAM Mette Børsting, Community manager, SKATDorthe Palm, Social media manager, SKAT
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#FørsteTweet – maj 2010
#Twitterhjerne – hvad kan vi lære?
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Kommunikationsregnskab 2015
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Kundeservice på SoMe - Organisering
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Kundeservice på SoMe - Opgaven
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Kundeservice på SoMe – Mål
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Kundeservice på SoMe - Udfordringer
Hold teamet opdateret De svære henvendelser
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MafiaTyveknægte
Tortur
Inkasso
Rockerbande
#LorteDorthe
Dumme svin
StodderIdiot
#NedeMette Ækle mennesker
De svære henvendelser
Uduelige
Afsky
Imbecile amøber
Forbryderorganisation
I plyndrer og forfølger folkSkattemonster
Griske
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23/09/2016 11
Kundeservice på SoMe - Udfordringer
Hold teamet opdateret De svære henvendelser
Korrekt, forståeligt og hurtigt Svar i en passende tone –på mediets præmisser
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Svar i en passende tone – på mediets præmisser
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Svar i en passende tone – på mediets præmisser
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Kundeservice på SoMe – Løsninger
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?
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Fremtiden
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Fremtiden