Mastering Social Media Customer Service

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 Tweets, 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.

This course is hosted by the Call Centre Management Association (CCMA). It is open to members and non-members.