Managing Social Media Customer Service Teams

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.

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)

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.

Where and when?

Date: Thu 15 Sep 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.

Go to Top