Executive Development Programme Social Media Customer Service
-- ViewingNowThe Executive Development Programme in Social Media Customer Service is a certificate course designed to empower professionals with the latest tools and techniques to excel in customer service through social media platforms. This program emphasizes the importance of building strong online communities, resolving customer issues efficiently, and utilizing social media data for business growth.
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โข Social Media Customer Service Overview: Understanding the importance of social media in customer service, key platforms, and setting up a social customer service strategy.
โข Listening and Monitoring: Tools and techniques for monitoring and responding to customer conversations, mentions, and feedback on social media.
โข Effective Communication: Best practices for communicating with customers on social media, including tone, voice, and messaging.
โข Handling Complaints and Crisis Management: Strategies for handling customer complaints and managing social media crises, including escalation procedures and response templates.
โข Social Media Analytics: Measuring and tracking social media customer service performance, including metrics, KPIs, and reporting.
โข Integrating Social Media with CRM: Best practices for integrating social media customer service with CRM systems, including workflow management and data integration.
โข Empowering Employees for Social Media Customer Service: Building a culture of customer-centricity and empowering employees to respond to customer inquiries on social media.
โข Continuous Improvement and Innovation: Continuously improving social media customer service processes and staying up-to-date with the latest trends, tools, and technologies.
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