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SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS

Engage Business Media

Thursday, 19 October 2017 from 09:00 to 17:30 (BST)

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Ticket Type Sales End Price Fee VAT Quantity
Standard Place   more info 19 Oct 2017 £249.00 £0.00 £49.80

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Event Details

SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS

THURSDAY 19TH OCTOBER, BLUE FIN VENUE, LONDON


Providing customer service over social channels is different. It’s a spectator sport. Organisations have to consider the digital footprint left by each interaction. Not just for that customer but for all who subsequently see it. Has trust in the brandincreased or been diminished as a result? This matters whether it’s a simple enquiry or escalated complaint.

Traditional customer service has not faced this level of public scrutiny. The impact of either great or poor experiences remains at individual level. It is much harder for other customers, would be customers, press or even competitors to witness a brand’s true service ethic in action.

This is why a completely different approach to understanding customer intent and crafting emotionally resonant responses is needed for social customer service. It requires the highest level of communication skills if the downsides of public engagement are to be minimised and the rate of positive outcomes increased. This one day course provides a framework of best practices to maximise low effort, rapid enquiry resolution. It also provides a set of diagnostic techniques to fully recreate the customer situation, emotional state and priority expectations. With ongoing practice, social customer teams become extraordinary brand ambassadors as they evolve to new levels of interpersonal communication.

Do you have questions about SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS? Contact Engage Business Media

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When & Where


Blue Fin Venue

SE1 0SU London
United Kingdom

Thursday, 19 October 2017 from 09:00 to 17:30 (BST)


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Organiser

Engage Business Media

Engage Business Media is designed to help our global community of 70,000 plus leaders in the customer and employee space to devise and implement winning employee and customer engagement strategies.

ENQUIRIES:

Katie Donaldson
Marketing Executive

katie.donaldson@ebm.media
01932 506 302

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SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS
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