Social Media Customer Service Management

Course Methodology

This course is built on four pedagogical pillars: concept learning (presentations by the consultant), experience sharing (roundtable discussions), playback of videotaped performances (where permissible), and individual and group feedback as well as exposure to case studies and scenarios.

Course Objectives

At the end of the course, participants should be able to:

• Respond professionally to customer inquiries on social media
• Develop engaging content for their social media pages
• Manage customer expectations from start to finish of the service lifecycle
• Effectively use social media scheduling tools and apps

Target Audience

This course is targeted at online vendors and retailers as well as social media managers who manage pages and profiles of online vendors and retailers

Target Competencies

At the end of this 2-day course, participants should be able to:

• Communicate to support customers
• Build rapport with and assist customers
• Develop professionalism
• Achieve sales targets and goals
• Develop a service attitude
• Gather information about customer’s demands & need