Social Customer Service
Objectives: This course is designed to equip customer service representatives and social teams with the fundamental knowledge & advantageous practices required to deepen the level of customer engagement.
Duration: 8 hours (2 days on-site or 6 weeks Virtual)
Course Outline: Social Customer Service Training Overview
- Social Service and the use of multiple channels
- Social service customer experience
- Applying monitoring & listening methodologies to social service communications
- Examination of Case Studies of Social Customer Service
- Role of Contact Center
- “Safe harbor” guidelines pertaining to FTC, FDA, FINRA, & SEC Regulations Escalation & Crisis response
- Triage Planning
- Escalation Procedures
- Social Media crisis command center
- Case Studies
- Social Business Fire Drills
- Departmental work flow
- Humanizing the social customer experience
- Measuring the value of Social Customer Service brings to the customer

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