Make customer service work

Customer Service & Handling Negative Comments on Social Media

Responding to comments on social media can make or break your customer service experience.

Our training will help you recognise a customer service opportunity and show you how to deal effectively with any negative comments.

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Course overview


This half day course is tailored to your organisation’s sector, challenges and priorities. Delegates will recognise how best to use any social media engagement as a customer service opportunity.  By analysing examples of sector-specific good and bad practice and carrying out practical exercises, delegates will learn how they can use social media to improve customer service.


Delegates will leave the training with: 

  • Increased awareness of their current social media activity
  • An understanding of the issues that they may face on social media
  • Confidence to deal effectively with negative comments
  • Knowledge to integrate effective customer service into their social media activity

Training overview

Our half day, tailored course is designed to help you anticipate, recognise and respond to any negative social media engagement.

By investigating good practice, and using real life scenarios, we’ll take you through the process needed to help you protect your organisation’s reputation and increase your confidence in dealing positively with these comments.

Sample programme – half day (tailored to your needs)

Your current social media activity 

Exercise: recognising an issue vs a crisis 

Relevant case studies 

Exercise: social media response, based on a scenario developed for your course 

Customer service in your social media protocol, plan or strategy 

Good practice 

Social media Training

This training can be provided as:

  • Group training – half day course – online or at your premises – maximum 6 delegates (larger group workshops can be catered for at an extra cost per delegate)
  • 1-to-1 coaching – half day course – online or at your premises

Who is this course suitable for?

  • Communications or Marketing Teams
  • Social Media leads
  • Business owners

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Meet our trainers

Courses contact form

We would like to hear from you. Please send us a message by filling out the form below and we will get back with you shortly.

  • Kate Belfast

    I found this training exceptionally helpful. I have been doing social media for five years now and I still got a lot from this course. The trainer was very friendly and approachable, the course wasn't too big which meant you got to ask questions more freely which was very helpful.

  • Hannah Cheshire

    Great team building exercise and very interesting, I like that we were encouraged to practice and try and produce something individual and then come together as a team to discuss.

  • Chloe Cambridge

    Great facilitation, thorough and personable. Would thoroughly recommend this course.

  • Alex Cambridge

    All killer and no filler!

Call 01206 841933 or send us an email to discuss your goals.

We will tailor courses to suit your exact needs.