Social Customer Service Skills

Social Media changed the way we communicate with our friends, family and customers forever. In this bespoke three hour workshop (we can run 2 per day) your agents will be trained to interact with your customers via Twitter, Facebook and any online communities you may have.  We will work with you beforehand to establish the brand voice you are aiming for and collect examples that you do and don’t want your agents follow.  The workshop is delivered in a user friendly way to help your teams get started to make the most of these tools and to ensure you are not left behind in the digital revolution!  With lots of practice activities, examples and advice from industry experts, this a vital step to avoiding the mistakes made in social customer service by the biggest names. If British Airways, HMV, Easyjet, Tesco and many more have got it wrong you need your teams to attend this workshop and make sure you are not next.

Who should attend?

This course is perfect for organisations that wish their agents to use social media for customer service, or for those that are already using it to benchmark and improve their performance and avoid embarrassing and costly mistakes.

This course assumes delegates are already able to use Twitter and Facebook with ease and that a dedicated customer service Twitter handle and Facebook page exist for your organisation. If not further support is available upon request, please contact us.

 Learning Outcomes
  • Recognise the benefits of using social media in your organisation for Customer Service.
  • Know the tonality of your organisations tweets and posts and how to engage with your customers in a meaningful way to generate customer loyalty.
  • Recognise the need for swift acknowledgement and how to manage difficult and negative posts and comments without making the situation worse.
  • Be aware of the pitfalls of social customer service and how to avoid them.
  • Know when to take conversations offline.
  • Recognise the importance of joining up social with other customer service channels and other parts of your organisation.
About Real Results Training

Real Results Training is a leading learning and development consultancy that specialise in people skills. Carolyn Blunt is the lead consultant and founder (2003). In 2012 Carolyn was voted Most Respected Person in the UK Contact Centre Industry and is co-author of “Delivering Effective Social Customer Service – How to redefine the way you manage customer experience and your corporate reputation.” Published by Wiley 2013.

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