Social Media Customer Service

What Will You Learn?

• Day 1: Introduction to Social Media Customer Service
• Defining the Importance of Social Media Customer Service
• Key Elements of Effective Social Media Engagement
• Overview of Global Trends in Social Media Customer Service
• Understanding the Role of Social Media in Customer Experience
• Day 2: Building a Social Media Customer Service Strategy
• Developing a Social Media Customer Service Policy
• Proactive Approaches to Managing Customer Inquiries
• Handling Challenging Situations on Social Media
• Role-Playing Exercises: Social Media Customer Service Scenarios
• Day 3: Effective Communication on Social Media
• Tailoring Messages for Different Social Media Platforms
• Utilizing Technology for Timely Responses
• Managing Customer Expectations in a Social Media Environment
• Workshop: Crafting Effective Social Media Responses
• Day 4: Proactive Customer Engagement on Social Media
• Building a Proactive Social Media Customer Engagement Plan
• Strategies for Turning Dissatisfaction into Satisfaction
• Leveraging Social Media for Service Recovery
• Workshop: Developing a Proactive Social Media Engagement Strategy
• Day 5: Continuous Improvement and Final Project
• Implementing Continuous Improvement Practices in Social Media Customer Service
• Metrics and Measurement for Success in Social Media Interactions
• Final Project: Developing and Presenting an Innovative Social Media Customer Service Plan