How To Approach Customer Service On Social Media

Course overview

Consumers are increasingly turning to social media to air frustrations or grievances that they are having with a particular company. Alongside this, audiences are also looking at your social media channels to be an effective first port of call for any big announcements, both good and bad.

62% of consumers have used a company's social media channel for customer service, while 42% of those consumers expect a response within 60 minutes.

Our course will help brands realise the importance of being present on these channels, whether it's responding to customer queries or complaints, raising an issue with the wider world or managing PR statements.

This course is aimed at businesses who already have established social media channels and an overall online presence. It would be most beneficial for members of staff who manage the company social media channels regularly.

This course is closely aligned to your company's overall PR and Communications strategy.

This course is also available as 'In-Company' training. Please contact us for more details.


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