Social Customer Care
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This course focuses on delivering exceptional customer service through social media platforms. Participants will learn how to engage with customers online, manage complaints effectively, and build lasting relationships through digital channels.
Objectives
By the end of this course, participants will be able to:
- Understand the role of social media in customer care.
- Respond to customer inquiries and complaints effectively online.
- Use social media tools to monitor brand reputation.
- Develop strategies for proactive customer engagement.
- Handle social media crises and maintain a positive brand image.
Who Should Attend?
- Customer service representatives and managers
- Social media managers and digital marketers
- Business owners looking to improve online customer engagement
- Anyone responsible for managing customer interactions on digital platforms
Course Outline
Day 1: The Role of Social Media in Customer Service
- Why social media matters for customer care
- Overview of platforms and best practices
Day 2: Engaging with Customers Online - Responding to inquiries, complaints, and feedback
- Building rapport and trust through digital communication
Day 3: Tools and Techniques for Social Customer Care - Monitoring tools for brand reputation
- Automating responses while maintaining personalization
Day 4: Handling Complaints and Crises on Social Media - Turning negative feedback into positive outcomes
- Managing social media crises effectively
Day 5: Developing a Social Customer Care Strategy - Integrating social customer care into broader business goals
- Measuring success through engagement metrics and KPIs