Requirements: Entry level social media understanding, basic understanding of customer service.

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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.

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Duration: 8 hours (2 days on-site or 6 weeks Virtual)

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Course Outline: Social Customer Service Training Overview

1. Social Service and the use of multiple channels
2. Social service customer experience
3. Applying monitoring & listening methodologies to social service communications
4. Examination of Case Studies of Social Customer Service
5. Role of Contact Center
6. “Safe harbor” guidelines pertaining to FTC, FDA, FINRA, & SEC Regulations Escalation & Crisis response

• Triage Planning
• Escalation Procedures
• Social Media crisis command center
• Case Studies

1. Social Business Fire Drills
2. Departmental work flow
3. Humanizing the social customer experience
4. Measuring the value of Social Customer Service brings to the customer