PR & Customer Service

Training Course: Social Customer Care


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Discount Group Download Brochure (36)

RR234899

30 Jun - 4 Jul 2025

Madrid (Spain)

Hotel : Pestana CR7 Gran Vía

Cost : 5250 € Euro

 

Introduction

The Social Customer Care training program: The Corporate Strategies for Operational Readiness guide is designed to examine social media customer care through a functional and operational lens, providing key data sets that showcase the impact and opportunity of providing customer care in social media. There is significant variance in approaches and management of social customer care. Consumers continue to expect more from their social servicing experience, while companies struggle to maintain pace in developing programs that meet customer expectations.

The Social Customer Care training program provides insights into best practices for social customer care and the evolution of program management. While many brands confess to not meeting customer expectations, our goal is to raise situational awareness so that we can begin to better align with customer wants and needs.

Course Methodology

This course is built on four pedagogical pillars: concept learning (presentations by the consultant), experience sharing (roundtable discussions), playback of videotaped performances (where permissible), and individual and group feedback as well as exposure to case studies and scenarios and examples.

Course Objectives

At the end of the course, participants should be able to:

  • Comprehend all aspects of Customer service and customer care.
  • Understand your customer and the digital customer’s behaviors.
  • Develop a unique communication style through Social Media Channels.
  • Respond professionally to customer inquiries on social media.
  • Handling Customer Complaints professionally.
  • Develop engaging content for their social media pages.
  • Manage customer expectations from start to finish of the service lifecycle.
  • Understand the Customer Service Satisfaction Requirements

Target Audience

This course is targeted at:

  • Social Media Managers.
  • Social Media Staff.
  • Customer Service Managers.
  • Customer Service Staff

Target Competencies

  • Communicate to support customers
  • Build rapport with and assist customers
  • Develop professionalism
  • Develop a service attitude
  • Understand your customer
  • Gather information about customer’s demands & need
  • Develop customer care skills with social media channels

Training Course Outlines

Module 1:

Introduction to Social Customer Service

  • Definition of customer service
  • Creating effective social customer service
  • Service dimensions
  • Addressing Customer needs
  • The benefits of providing excellent customer service
  • How to use customer service to promote customer loyalty
  • Case study: The best and worst customer service providers
  • The WOW Factor: Going the extra mile…and then some!
  • The importance of managing internal and external customer expectations
  • First impressions: What do your customers see and hear?

Module 2:

Digital and Customer Behaviors

  • Customer Personalities and Profiles.
  • Suggested responses.
  • Six personalities that lead to conflict and how to deal with them
  • Understanding and working with different customer styles
  • Practical exercise: What is your personality type?
  • Practical exercise: How do you act on social media?

Module 3:

Communicating the Customer Service Message

  • How well does your organization communicate the importance of customer service?
  • Understanding your customer’s communication
  • Tips for building trust and rapport quickly
  • What is your preferred learning style?
  • Developing your active communication skills
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • The dos and don’ts of written communication
  • Social Media and customer expectations

Module 4:

Communication Skills

  • Effective communication with customers
  • Definition of communication
  • Communication goals
  • Communication as a critical success factor
  • Communication with customers
  • Characteristics of a good communications
  • Live Chat and Chatbot

Module 5:

Handling Customers

  • Owning & Managing the Front Desk
  • Receiving & Handling Customers
  • Managing Difficult Customers
  • Developing Telephone Etiquette
  • Professional Attitude & Behavior
  • Poise, Appearance & Comportment Emotional Intelligence/Self Awareness
  • Elocution & Diction
  • Toxic Traits to Avoid

Module 6:

Customer Service Satisfaction Requirements

  • What do your customers expect from you?
  • Going the Extra Mile to Exceed Expectations
  • Your Attitude makes a Difference
  • Measuring and Monitoring Customer Satisfaction
  • Empowering Employees to Better Serve their customers
  • Customer Service Satisfaction Survey
  • The Importance of Customer Complaints and Why they should be encouraged
  • The Impact of social media on Customer Service Complaints
  • The Role of the Supervisor in Conflict Resolution
  • Techniques for Managing Emotions
  • Strategies to Help Calm Upset Customers
  • Service Recovery Strategies for Working with Difficult Customers

PR & Customer Service

Training Course: Social Customer Care


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

RR234899

30 Jun - 4 Jul 2025

Madrid (Spain) - Pestana CR7 Gran Vía

Hotel : Pestana CR7 Gran Vía

Cost: 5250 € Euro


  About Madrid

Madrid is a city that combines its enduring history with its cosmopolitan atmosphere to create a destination that favored amongst tourists from around the world. This is a city that is very much bursting at the seams with life and its vibrant atmosphere, cultural attractions and connection with history ensure travelers have everything they could possibly want from a European city break. At the end of a flight to Madrid, there are sites to see, picturesque streets to roam and, of course, excellent shopping opportunities to explore. Visitors can immerse themselves in Madrid's fantastic local culture, its peerless art scene and world acclaimed fine dining. In fact, there is very little that Madrid doesn't have to offer.


  Things to do and places to visit in Madrid

The only problem travelers will encounter during their visit to Madrid is knowing what to do first. Sampling the mouth-watering tapas, strolling through one of the many excellent museums or even simply soaking up the atmosphere are all excellent options. Spend a sunny day wandering through the splendid squares or marvel at the intricate architecture of the churches.With so many options, flights to Madrid are great for people of any age or inclination.

When visiting Madrid, be sure to:

  • See the superb collection of art is the Museo del Prado.
  • Stroll down the Gran Via.
  • Enjoy the atmosphere of the Plaza Mayor.
  • Wander through the stunning gardens of the Parque del Buen Retiro.
  • See the beautiful mansion of the Museo Lazaro Galdiano.
  • Find quirky fashions in the Fuencarral market.
  • Try some of the many different tapas dishes.
  • Visit the statues of Don Quixote and Sancho Panza in the Plaza de Espana.
  • See the breathtaking Basilica de San Francisco El Grande.
  • Wander the Casa de Campo park, which is five times the size of Central Park.
  • Shop in the luxury boutiques of the Golden Mile.
  • Look for bargains at the El Rasto flea market.
  • See Picasso's Guernica in the Reina Sofia museum.
  • Snack on churros with chocolate.
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