Welcome to the “Customer Service and Social Media” video lesson intended to discuss the effect of today’s social media on organizations’ reputations. This lesson provides action steps on how to prevent negative customer service interactions from reaching social media, where it could go viral and severely harm your organization’s brand image. Viewers will also learn how to provide excellent customer service so customers don’t have bad experiences to complain about on social media in the first place.
Overview
COURSE DIFFICULTY
COURSE DURATION
6m
Skills Learned
After completing this online training course, students will be able to:
Understand the Importance of Customer Service in Social Media
Develop Effective Strategies for Engaging with Customers Online
Manage Customer Feedback and Complaints through Social Media Channels
Analyze Social Media Metrics to Improve Customer Interaction
Create a Consistent Brand Voice Across Social Media Platforms
Customer Service Representatives, Social Media Managers, Marketing Professionals, Business Owners, Communication Specialists
Basic Understanding of Social Media Platforms, Familiarity with Customer Service Principles
01. Introduction to Customer Service and Social Media
02. Best Practices for Online Customer Engagement
03. Handling Negative Feedback and Crisis Management
04. Tools and Technologies for Social Media Customer Service
05. Measuring Success in Social Media Customer Interactions
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the Importance of Customer Service in Social Media
Develop Effective Strategies for Engaging with Customers Online
Manage Customer Feedback and Complaints through Social Media Channels
Analyze Social Media Metrics to Improve Customer Interaction
Create a Consistent Brand Voice Across Social Media Platforms
WHO SHOULD ATTEND
Customer Service Representatives, Social Media Managers, Marketing Professionals, Business Owners, Communication Specialists
PREREQUISITES
Basic Understanding of Social Media Platforms, Familiarity with Customer Service Principles
COURSE OUTLINE
01. Introduction to Customer Service and Social Media
02. Best Practices for Online Customer Engagement
03. Handling Negative Feedback and Crisis Management
04. Tools and Technologies for Social Media Customer Service
05. Measuring Success in Social Media Customer Interactions
