Where and when?

Date: Tue 8 Oct 2024

Time: 09:30 - 12:30

Location: Online

According to Gartner and Nielsen, 60% of all customer service requests are expected to be managed by via digital channels in 2023.

If you are receiving increasing number of customer service messages via social media – you need to include this as a channel of communication in your contact centre and understand best practices to meet and exceed expectations.

Do your agents have the right skillsets to deliver great customer service via social media? If it’s time to review or refresh your approach to social media customer service, this is the course for you.

Course Description

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 workshop we will look at best practices and top tips for using social media to deliver great customer service.

We will understand the current social media landscape, discuss the challenges and opportunities this channel presents and look specifically at Facebook, Instagram, X (Twitter), LinkedIn, TikTok and WhatsApp.

We will review social media account set-up and spend time ‘scenario planning’ for customer service communications. The workshop includes interactive exercises to examine real-world social media posts and DMs to understand how to deliver great customer service in an authentic and professional tone.

We will also look at writing skills for social media posts, including use of templates, and automation tools, and how to move public conversations to private messaging.

In this three-hour session will get all your burning social media questions answered, take away top tips from an industry-leading social media practitioner and have the opportunity to learn from industry 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 and conversations
  • Understand and share best practices for responding to customer service queries via social media – using posts that are visible to all, and also private messaging
  • Prepare internal social media guidelines to ensure a consistent tone of voice from all call agents

Benefits to your business

When a consumer has a bad experience, half will complain publicly on social media.

Companies are under greater pressure than ever to be present and response on social media to answer these complaints, and create a positive brand experience.

With the right actions, a negative can be turned into advocacy and loyalty.

When companies respond to customer service requests on social media, they are likely to spend 20-40% more in the future. (Source: McKinsey)

Course content

  • The current social media landscape, and future trend predictions
  • Understand how consumers interact with brands on social media and the impact of poor social media customer service
  • Best practices to manage customer expectations on social media, including response times
  • How to create social media guidelines for tone of voice – including use of emojis
  • How to move conversations from public to private messaging
  • Ideas for sharing proactive customer service content on social media, to aid customers to self-serve when you’re not online

About the trainer

Luan Wise

Luan is an independent marketing consultant with over 25 years’ experience in agency, client-side and consultancy roles. She’s a LinkedIn Learning course instructor, lead trainer for Facebook and Instagram, and author of ‘Relax! It’s Only Social Media’, ‘Planning for Success: A practical guide to setting and achieving your social media marketing goals’, and ‘Using Social Media at Work: How to maintain professional etiquette online’.

 

What delegates say

“Lots of discussion, trainer was attentive and engaging. Lots of great points to take away.”

“I enjoyed sharing best practices with Luan who is extremely knowledgeable and others on the course who all had different experiences and examples.”

Book your place(s)

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Where and when?

Date: Tue 8 Oct 2024

Time: 09:30 - 12:30

Location: Online

Format

3-hour online session using Zoom or Teams.

Who is it for?

Contact centre managers and team leaders who want to get a good overview of the social media and messaging channels, and how they should be managed in the contact centre.

Why should you go?

When your brand is on social media it’s interacting with customers and others in a very public forum, where nothing you say can ever really be erased. Doing it well requires careful consideration and planning, as well as for your people to acquire new skills.

How much is it?

CCMA members: £249*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings

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