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.

• 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

• 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