Global Certificate in High-Performance Social Media for Customer Service
-- ViewingNowThe Global Certificate in High-Performance Social Media for Customer Service is a comprehensive course designed to empower professionals in the ever-evolving world of digital customer service. This certification focuses on enhancing industry-specific skills, ensuring learners are up-to-date with the latest social media trends and best practices for customer engagement.
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⢠Social Media Customer Service Fundamentals • Understanding the importance of social media in customer service, setting up and optimizing social media profiles for customer support.• Social Media Listening • Monitoring and responding to customer conversations across social media platforms, using social listening tools.• Customer Support Channels • Identifying and managing various social media customer support channels, such as direct messaging, comments, and reviews.• Customer Experience Design • Designing and improving customer experiences on social media platforms, focusing on empathy, personalization, and consistency.• Metrics and Measurement • Measuring and analyzing social media customer service performance, using key performance indicators (KPIs).• Escalation and Crisis Management • Handling customer complaints, escalations, and social media crises, with a focus on de-escalation techniques and effective communication.• Training and Development • Developing and delivering social media customer service training programs, emphasizing communication skills, problem-solving, and empathy.• Future Trends • Exploring emerging trends and technologies in social media customer service, including artificial intelligence, chatbots, and virtual reality.
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