With the competitive global marketplace environment and many other business challenges, it is vital and very necessary to leverage the social channels for a superior customer experience. In developing the 21st Century workforce, it is important to understand that your clients are already using more avenues than ever to reach out to you through the Internet and social media. It may be prudent to consider whether if you can deliver expected customer service experiences that your customers want on these same social media channels, as well as many of these emerging communication technologies? Or, will your customers be disappointed when they cannot find anyone there to help. The conclusion is to acquire the right customer service skills to master these new channels. Social media is about engaging. It's about talking to your customers rather than talking at them. It's about listening to their responses and providing feedback. It's about building relationships and community.