McTimothy Associates

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Social Media Customer Service Management Masterclass

Why Attend


Way too many social media vendors bumble through interacting with the customers who slide into their DMs, which is why this course has been created to help you and your social media manager(s) navigate the world of online retail like a pro even though you may not have the customer service budget of online retail giants like Jumia and Konga and/or you may have zero knowledge of customer experience.

This course is designed to teach online vendors or retailers how to move those customers who slide into your DMs from the recruitment stage through to the loyalty stage and finally to the advocacy stage. At the advocacy stage, customers become your foot soldiers and your products/services can be said to have gone viral.

In this course, you will learn how to keep up with the demands of an increasingly knowledgeable customer base. You will also learn how to engender loyalty to your brand when it seems there are 1001 people in the business space in which you operate. This course will give you the tools to make your customers feel special from start to finish of the retail lifecycle — from initial engagement with your brand to post-purchase interactions.

$ 83.80

Event Date: 28/07/2022 – 29/07/2022


 Module 1:
The Front Office: Owning & Managing the Front Desk
Receiving & Handling Customers
Managing Difficult Customers
Developing Telephone Etiquette
Professional Attitude & Behavior
Poise, Appearance & Comportment
Emotional Intelligence/Self Awareness
Elocution & Diction
Toxic Traits to Avoid

 Module 2
Introduction to Customer Service
Definition of customer service
Service dimensions
Addressing Customer needs
A profile of Different Customer Personalities
Dealing with difficult people and difficult behavior
Characteristics of difficult people
Suggested responses
Six personalities that lead to conflict and how to deal with them

 Module 3
Effective communication with customers
Definition of communication
Communication goals
Communication as a critical success factor
Communication with customers
Reading the body language of customers
Characteristics of a good listener
Behaviors that block listening
How to be an active listener

Module 4
Digital marketing overview and scope

Digital marketing versus traditional marketing

B2B and B2C most ideal platforms:

  • Facebook
  • Twitter
  • LinkedIn
  • Business blogging

Auditing your website

The seven-step digital marketing plan

Organizing your digital marketing calendar

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