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.Contact us now
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
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
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
You might also be interested in:
- Social Media Training
- Digital Marketing Strategy Training
- Media Skills
- Support from Mosaic Publicity’s Digital Marketing Team
Meet our trainers
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.
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.
Great facilitation, thorough and personable. Would thoroughly recommend this course.
All killer and no filler!