The ABC of great customer service using social media

Mixed race businesswoman using digital tablet, to camera

The ABC of great customer service using social media

More and more customer interaction takes place via social media of one sort or another.

What are the implications of that for delivering great customer service? How do you maintain service levels yet still deal with your customers or service users via their preferred media? What are the risks? What do front-line staff need to be aware of?

This half-day programme has been designed specifically to address these issues. It can be run on its own or it can be ‘mixed and matched’ with any of the other ABC programmes.

Full details below or download workshop outline.

Workshop objectives
This half-day workshop will enable participants to extend the range of techniques, tools and skills they can use to make customers feel valued and to deliver above expectations and apply consistent, high quality practices in their use of social media, demonstrating awareness of different customer needs and situations.

Workshop format
This practical half-day workshop involves a mix of trainer input, practical tasks and exercises and group discussion, with time to evaluate and review learning.

To make the most of the time available:

  • It will be assumed that participants know and understand what social media channels exist and which ones are used by their organisation.
  • Participants will be asked to (a) identify and produce a list of all customer communication channels in use in their organisation and how they are used and (b) read the organisation’s current communication guidelines or policy (if any).
Expert trainer
Amanda is an extremely experienced trainer / facilitator / coach with extensive experience in the customer service field, particularly in the public and voluntary sectors. See her profile here.

Price
In the UK, the standard price is £750 for a half-day session on its own or £995 if run back-to-back with another session or merged into a full day’s programme.

Any hidden costs? The only additional costs are the trainer’s travel and incidental, and (if really unavoidable), accommodation expenses – and we’ll give you an estimate of these costs before you commit.

Workshop outline

1 Which channels?

  • Upside and downside of the different communications channels used in customer engagement
  • Identifying the risks associated with using social media
  • Maintaining communications standards and protocols
  • Benefits of using different channels for different customers – and how your organisation does this

2 What standards?

  • Meeting standards in written customer communication across diverse media channels
  • Writing to communication guidelines, policies and standards
  • Using house style and protocols to produce consistency and plain English standards in emails, text and other social media channels
  • Chat rooms, virtual spaces and notice boards – do’s and don’ts, ethics and boundaries
  • Engaging in a social media conversation
  • Establishing excellent practice in managing the communication of both content and meaning

3 Making it happen

  • Summary
  • Group learning review
  • Personal action planning

 
Any questions? Please just give us a call on 01582 714285 – we’re here to help!