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.

Format

3-hour online sessions, using Zoom.

How to book

Please complete the form below to book 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 info@ccma.org.uk.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

Where and when?

Date: Tue 4 Oct 2022

Time: 9:30 am - 12:30 pm

Location: 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

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.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to CCMA’s standard Terms and Conditions for Training and that the CCMA using your personal data in accordance.

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