About this Course
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.