Social Media For Customer Services

• Why customer service is so important on social media?
• What are your customer service objectives?
• Be prepared – identify who and where your customers are

• Social media basics – profiles, bios, photos, keywords
• Brand consistency and brand tone voice
• Be accessible – let customers know when you are available

• How do customers view your brand and brand perception?
• Dealing with negative comments the right way
• How to approach customer service on Twitter and Facebook
• Taking any potential complaints off of public social media platforms ASAP to private message, email or phone call.
• Case studies of both good and bad customer service
• How to deal with a PR crisis on social media
• Legal implications and importance of Social Media Policy

• Monitor complaints for recurring issues and solve these to avoid future problems
• The best tools to manage negative communication

All attendees receive a certificate, a printed and digital copy of the course material and three months post course support.

Refreshments provided.