Global Certificate in Social Media for Customer Service
-- ViewingNowThe Global Certificate in Social Media for Customer Service is a vital course designed to meet the growing industry demand for experts who can effectively manage social media platforms for customer service. This certificate course emphasizes the importance of social media in today's customer-centric world, where businesses strive to build strong relationships with their customers.
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โข Introduction to Social Media for Customer Service: Understanding the role of social media in customer service, benefits and challenges, and setting up a social media customer service strategy.
โข Social Listening and Monitoring: Identifying key social media channels, monitoring customer conversations, and using social listening tools to gain customer insights.
โข Building a Social Media Customer Service Team: Recruiting, training, and managing a social media customer service team, including communication protocols and workflows.
โข Creating a Positive Customer Experience: Developing a customer-centric approach, handling customer complaints and inquiries, and providing timely and effective solutions.
โข Social Media Policies and Guidelines: Establishing policies and guidelines for social media engagement, including tone of voice, response times, and legal considerations.
โข Measurement and Analytics: Setting up key performance indicators (KPIs), tracking and analyzing social media metrics, and using data to improve customer service.
โข Emerging Trends in Social Media Customer Service: Exploring new social media platforms, chatbots, messaging apps, and other technologies shaping the future of customer service.
โข Case Studies and Best Practices: Analyzing real-world examples of successful social media customer service initiatives, and identifying best practices and strategies for implementation.
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