Social Media Customer Service Training (half day)

Customer service touchpoints have increased considerably over the years due to massive shifts in consumer behaviour brought about by widespread access to the internet.  The increasing use of social media channels and other online platforms such as news, cost comparison, online review sites and discussion forums has created a nation of more educated and informed consumers.  They utilise the internet to conduct research into products, services and providers, make online purchases and engage with companies and other customers directly.

As customers increasingly use social media to contact businesses, this has resulted in a need for social media customer service training to assist companies to address the new challenges they are being presented with as they are contacted online via their Facebook page, Twitter account or even Snapchat as well as face to face in their stores.  In addition, companies also need support to track and respond to online conversations about their brand.

Who should attend?

This course is applicable to any business and its customers, regardless of whether it is a product or service provider. Digital customer experience has a huge impact on the overall success of all businesses, whether your customers are individual consumers (B2C), business customers (B2B) or public sector organisations (B2G).

Businesses who deal with the general public tend to experience a heightened risk of negative online publicity and should have a strategy in place to address this.  Retail, tourism, hospitality and catering businesses are among those which are increasingly talked about online, as are telecommunications providers, and public service companies such as local authorities and education establishments.

There is a maximum of 15 delegates on each course.

Course Content

  • Principles of customer service online
  • Identification of the primary online communications channels for your business
  • Examples of brands who excel at online customer service
  • Best practice guidance for managing customer service on social media channels
  • Tools to track what online users are saying about your brand
  • Tips and strategies to improve online feedback and reviews for your brand