Writing for Social Customer Service

WORKSHOP

As one of the fastest growing areas of social media, Social Customer Service is an important part of your brand’s marketing strategy. Consumers are increasingly turning to social channels to share their frustrations and grievances. This is every brand’s opportunity to effectively manage a community and build long-lasting relationships.

 

This training session will help you become a stronger digital communicator, understand how social channels work, provide take-away advice on handling complaints and help you create a clearly defined communication process on how to write more effective responses.

KEY OUTCOMES

GENERATE CUSTOMER LOYALTY

Understand how to positively engage with your customers in a meaningful way through posts and tweets to generate customer loyalty.

IMPROVE CUSTOMER SATISFACTION

Boost your digital English writing skills, increase customer satisfaction scores essentially making you and your company look and sound good online.

ENGAGE THE SOCIAL WORLD

Adapt from traditional customer service and learn why excellent social customer service is strategic and what this means in terms of customer service ability.

Topics

EFFECTIVE RESPONSES

How to write effective social media responses and email that clearly answers customer’s questions and form a structure to deal with complaints.

UNDERSTANDING CUSTOMERS

What exactly our customers need and the type of response they require, and when they want it.

TONE AND STRUCTURE

The importance of tone and structure, absorbing quick techniques for personalizing email to strengthen customer loyalty.

SOCIAL THEMES

Identifying the various types of conversations customers want to have and recognising traits of excellent digital customer service.

CASE STUDIES

Examples of excellent social customer service and equally case studies of how brands have made mistakes.

CUSTOMER NEGATIVITY

Dealing with customer negativity through social channels and looking at various ways to respond appropriately.

WHO IS THE TRAINING FOR?

Perfect for organisations that wish their agents to use social media for customer service, and those already using it to benchmark and improve their performance avoiding embarrassing and costly mistakes.

WHAT IS THE FORMAT?

Depending on your needs and Budget, we’ll agree on the best format. Small or large groups, a 90-minute workshop or longer.

ENGAGEMENT

Lots of engagement from attendees as we learn by doing. Workshops are designed to be an Interactive two-way process.

CUSTOM TRAINING

Everything is targeted and tailored to the needs of the organization, team and individuals in the session.