How to Deliver Great Customer Service via Social Media
Communicating with customers on social media platforms is becoming the norm; almost 50% of consumers who engage with brands on social media are reaching out about customer care concerns, and they expect responses, fast.
In this course, we will look at the role of social media in delivering great customer service. We will look at Facebook, Instagram, Twitter and WhatsApp specifically to understand the current social media landscape and the challenges and opportunities they present.
We will spend time ‘scenario planning’ for customer service communications with interactive exercises to examine real-world Tweets and Posts to understand how to best deliver great customer service in an authentic and professional tone.
You will hear case studies, take away top tips from an industry-leading social media practitioner as well as learn from your peers within the group.
By the end of this course participants will be able to:
- Better understand customers’ expectations when using social media
- Consider opportunities to use new social media platforms to support customer service needs
- Use best practices for writing social media posts
- Respond to a range of real-world social media posts, and use these as internal training exercises
This course is hosted by the Call Centre Management Association (CCMA). It is open to both members and non-members.