About the Course
Social media has become an important channel through which customers communicate directly with businesses.
This course equips participants with practical skills to manage customer interactions and live engagements across social media environments.
Participants will learn how to communicate professionally, understand customer needs, manage different types of interactions and respond appropriately to challenging situations while maintaining a positive customer experience and organisational standards.
Who Should Attend
Suitable for:
Customer service professionals
Social media executives
Marketing professionals
Sales personnel
Customer experience teams
Business owners
Employees responsible for online customer engagement
What You Will Learn
Participants will learn to:
Understand customer expectations in social media environments
Manage live digital customer interactions
Communicate clearly and professionally online
Respond appropriately to customer enquiries
Manage challenging customer situations
Apply appropriate escalation procedures
Maintain consistent service standards
Support positive customer experiences through social media
Course Content
Understanding Social Media Customer Experience
Customer expectations
Digital communication behaviours
Managing Live Engagements
Responding to customer enquiries
Professional online communication
Managing Different Customer Situations
Understanding customer needs
Managing complaints and difficult interactions
Escalation and Service Recovery
Identifying situations requiring escalation
Appropriate escalation procedures
Delivering Consistent Customer Experiences
Communication standards
Organisational guidelines
