Does your team have the right skillset to deliver great customer service via social media?

This course will look at the challenges for delivering social media customer service, and help you identify the most effective structure for your team. We will consider a skills diagnosis and sources to help upskill your existing team plus interview questions/exercises for recruiting new team members.

We will also look at writing skills for social media posts, including knowing when to use templates and how to move public conversations to private channels. We will look at tools for managing out-of-hours messages, internal communications and reporting tools.

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:

• Identify how to update social media account settings to better manage customer expectations
• Recognise some ‘quick wins’ to implement immediately
• Understand the skill sets needed for social media customer service
• Use sample assessments for recruitment and internal training
• Understand what makes a good social media post


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

Managing Social Media Customer Service Teams
Date: Thu 15 Sep 2022
Where: Online

Date: Tue 19 Jul 2022
Where: Online

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