Social Customer Service Training

Event Info

Wed 10 Oct, 2012 from 9:00am - 5:00pm
Innovation Warehouse
1 East Poultry Avenue
London, EC1A 9PT, DE (Map)
Cost: £395 + fee and VAT


A one day workshop providing four action packed sessions filled with practical advice,insights into best practice and tools for defining a strategy. Led by Martin Hill-Wilson and Luke Brynley-Jones, you will find the topics and style of interactive learning a great investment whether you are just embarking on your social customer service or now ready to take it to the next milestone.

This course will provide value for all levels of leadership in Customer Service (call centre, e-service and retail) and Marketing. You will leave with specific learning objectives and outcomes along with a detailed workbook, allowing you to easily action what you learn during the day.

  • Session 1 - Trends in the use of social channels
  • Session 2 - Designing and deciding your three year strategy
  • Session 3 - Core competencies for effective strategy 
  • Session 4 - Action planning 

Specific learning objectives and outcomes include :

Positioning the importance and value of social customer service for business case approval
Understanding where traditional and social customer service differ
Having a clear overview of all the important elements in the social customer service ecosystem
Analysing your own organisational capablities in social customer service
Developing a top level roadmap of how to evolve your current capabilities

Tickets £395  + VAT


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