Planning For Social Customer Service Excellence – July 2017

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


Published On: 30th Aug 2016 - Last modified: 4th Jul 2017
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