Planning For Social Customer Service Excellence – July 2017 267 Filed under - Archived Content THE DATE: 11 July 2017 THE LOCATION: Blue Fin Venue, South Bank, London THE DESCRIPTION: Engaging with customers over social channels has so far been a low-volume, high-impact challenge for most sectors bar certain early adopters such as telco, retail and travel. Being conducted in public, the quality of service has greater consequences, both as an opportunity to celebrate successes – ‘service is the new marketing’ – and as a threat when things go wrong. Therefore service organisations have to ensure they have a game plan and capability to excel in this form of customer service. This ever-popular masterclass is based on the best seller “Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation” Summary Agenda Self-assessment using the 15 competency framework for social customer service excellence Latest research on UK consumer social behaviour Integrating social engagement with omnichannel strategy Advice and detailed checklists on social playbooks, advisor competencies and crisis management Tactical and strategic options for developing ‘service as the new marketing’ Planning how to use the latest customer service functionality of major social platforms The Cost: £495 THE ORGANISERS: Brainfood Consulting THE WEBLINK: http://www.brainfoodextra.com/masterclasses-mentoring/planning-social-customer-service-excellence Author: Rachael Trickey Published On: 30th Aug 2016 - Last modified: 4th Jul 2017 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter