Social Media Customer Service

Training Motive

When your customers turn to Facebook and Twitter for customer service support, you are managing a community and looking to build long-lasting relationships. This happens once you understand how social channels work and have in place a clearly defined communication process.

Training Sessions

Session 1: The ‘Social’ World – Learn why excellent social customer service is strategic and what this means in terms of customer service ability.
Session 2: ‘Social’ Themes & Handling Modes – Recognise the sort of conversations customers want to have and why different Handling Modes allow you to manage this more efficiently.
Session 3: ‘Social’ Values – Appreciate how the brand values of your company influence social communication and the customers you serve.
Session 4: ‘Social Etiquette’ – Learn how to create a set of principles and writing rules that distinguish your service from the competition.
Session 5: Adapted Writing Skills – Adopt new writing approaches that take into account the difference between Facebook, Twitter and other digital channels.

The sessions are tailored to suit your business needs and culture. They include specially designed exercises and role-plays.

Duration: 1 or 2 days

Designed for…

Customer Service advisors who manage Facebook and Twitter but who need guidelines and rules to make the service professional, popular and enjoyable.

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