With more businesses operating online, social media is a critical tool for delivering great customer service.

This course will prepare you to serve customers on social media platforms including Facebook, Instagram and Twitter, plus WhatsApp.

We will start the session with an overview of the current social media landscape and discuss the opportunities for social media customer service teams in 2022.

Social media management can be overwhelming and time-consuming. In this session, you will discover a range of tools that can help you create content, monitor notifications and post to your accounts more efficiently.

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 useful tools to aid social media management
• Understand best practices for responding to customer service queries via social media
• Consider how to incorporate proactive customer service content into their accounts
• Understand the importance of social media monitoring/listening and use search tools to identify customer service opportunities


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 info@ccma.org.uk.

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