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.

Learning outcomes

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


3-hour online sessions, using Zoom.

About the trainer

Luan Wise

Luan is an independent marketing consultant with over 20 years’ experience in agency, client-side and consultancy roles. She’s also a LinkedIn Learning course instructor, lead trainer for Facebook and Instagram, and author of the award-winning book, Relax! It’s Only Social Media.

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to

Date: Tue 19 Jul 2022
Where: London

Date: Thu 20 Oct 2022
Where: Online

Who is it for?

Contact Centre Managers, Team Managers, Team members and anyone who responds to complaints in a contact centre.

Why should you go?

To make your complaint responses more effective, reduce escalations and sound more human.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings