Providing customer service over social channels is different. It’s a spectator sport. Organisations have to consider the digital footprint left by each interaction. Not just for that customer but for all who subsequently see it. Has trust in the brand increased or been diminished as a result? This matters whether it’s a simple enquiry or escalated complaint.
Traditional customer service has not faced this level of public scrutiny. The impact of either great or poor experiences remains at individual level. It is much harder for other customers, would be customers, press or even competitors to witness a brand’s true service ethic in action.
This is why a completely different approach to understanding customer intent and crafting emotionally resonant responses is needed for social customer service. It requires the highest level of communication skills if the downsides of public engagement are to be minimised and the rate of positive outcomes increased.
This one day course provides a framework of best practices to maximise low effort, rapid enquiry resolution. It also provides a set of diagnostic techniques to fully recreate the customer situation, emotional state and priority expectations. With ongoing practice, social customer teams become extraordinary brand ambassadors as they evolve to new levels of interpersonal communication.
Reasons To Attend
- I need to set up social customer service duties in a new team
- I need to challenge and refresh my existing team’s capability
- I need an effective solution for complaint handling on social
- I want higher customer sat, NPS and tangible advocacy
- I want to drive more revenue from social customer service excellence
- I want market recognition we are a leading digital brand
- Latest research on UK social customer behaviour
- Understanding the dynamics of world class social customer service
- How to manage your digital footprint
- Learning how to critique real social customer service interactions
- Introduction to the best practice framework and diagnostic technique
- Team based exercises to learn how to use them
- Research based best practices that drive better outcomes
- How to create an ongoing programme of skills development
- A mix of presentations, group debate and team based exercises
- All training material available in original format for reference and internal educational use
- Optional mentoring after the training to help strategise on the support strategies for effective social engagement such as alignment with functional strategies, engagement infrastructure, playbook development, voice of the social customer, service improvement frameworks, cross functional collaboration, escalation and crisis management.
Who Should Attend
This highly practical course is suitable for advisors, team leaders, site managers, community managers, social marketers, internal communication manager, PR managers and internal trainers.
An interview with Martin on the type of advisor and skills we need at this level of customer engagement.