About this course

Course code TP430
Duration 1 Day

This one-day immersion into social media customer service is ideal for anyone looking to improve their digital and online customer experience.

Whether you need to create or refine a social servicing strategy, or simply skill up teams responsible for customer service, this course will enable you to evaluate the business benefits and work through the operational challenges and customer engagement in social media.

We'll cover the critical processes for effective social media customer service and run through a short simulated exercise to help attendees experience the challenges of social media servicing.

We will consider the importance of effective risk/reputation management and look at techniques to improve customer verification, complaint handling and escalation.

Prerequisites

Who should attend?

This course is ideal for anyone looking to get to grips with social media customer service or developing digital customer servicing/customer engagement/customer experience strategies.

Customer Service, Customer Experience, Customer Engagement, Marketing, Public Relations and Ecommerce professionals will all benefit from this course.

Course Requirements: A wi-fi enabled laptop or tablet is required for this course. If you cannot bring your own please contact us to reserve a rental laptop at a cost of £50+VAT.

Delegates will learn how to

  • Understand how to develop a social media customer service strategy to align with business objectives
  • Understand how consumer expectations and needs are evolving in social media
  • Explore the risks of social media servicing and ensure you have effective strategies to manage your reputation online
  • Be able to apply a rigorous planning process to social media servicing
  • Be able to evaluate appropriate channels, content, tools, engagement techniques and resources for your social servicing activity
  • Be able to measure the success of your social media servicing activity
  • Take some 'quick fix' tips back to the office

Outline

  • Why social media servicing is so important - customer expectations and business benefits
  • The ground rules of social servicing - illustrated with plenty of examples of good/bad social media customer service
  • The critical processes for social customer servicing
  • The technology vendor landscape
  • Tone and engagement
  • Identifying and verifying customers
  • Handling difficult customers in social media
  • Crisis and issues management and escalation

1 Day

Duration

This is a QA approved partner course

Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

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