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Program: Social Media Customer Service

  • Teaches the unique skillset needed to provide excellent customer service on social media
  • Covers the specifics of Facebook, Twitter, and Instagram from a service perspective
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
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Program description

 

Today's customers know more and expect more. The ability to provide an excellent customer experience on social media is key for many companies. In this program, your agents will learn how to communicate professionally with customers on social platforms. They will learn about the key differences between social media and telephone interactions, how to identify and handle different types of customers, and learn the specifics of customer service on Facebook, Twitter and Instagram.

The program Social Media Customer Service is also included in the bundles The Multi-Channel Agent and Full-Stack Agent Training.

Who should take this?

  • Newly hired social agents (as part of onboarding)
  • Agents that switch to the social media support channel
  • Agents that have difficulty handling customers on social media
  • Supervisors or coaches that manage social agents

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 4 hours of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Introduction to Social Customer Service

Introduction to Social Customer Service

Customer preferences have changed and their expectations have increased. The modern customer expects to be able to communicate with companies just as they do with their friends, via social media.

This course introduces your agents to social media from a customer service perspective. They will learn how to handle typical social media interactions, recognize the key customer types they will encounter online, key characteristics that make social agents competent in their role, and how use the “Social Private Social” (SPS) model for handling sensitive customer queries online.

At the end of this course, your agents will be able to:

  • Appropriately handle typical social interaction with customers.
  • Recognize key misconceptions of social customer service.
  • Recognize key social customer types and handle their expectations.
  • Apply the five key characteristics of a competent social agent.
  • Use the “Social Private Social” model for handling sensitive queries online.
  • 5 modules
  • 45 min

Included modules and learning aims:

  1. Introduction 05 min

    • Gain an understanding of the Social Customer Service lifecycle
    • Get a high-level overview of the course
  2. The Social Interaction 10 min

    • Understand the common misconceptions of Social Customer Service
    • Understand how an everyday interaction between an agent and a customer works
    • Understand the difference between Multi-Channel and Omni-Channel contact center environments
  3. The Social Customer 10 min

    • Recognize the key customer types you'll communicate with online
    • Understand their expectations of receiving service online
  4. The Social Agent 10 min

    • Understand the key characteristics that make social agents competent in their role
    • Understand the public nature of social media interactions
    • Use the Social Private Social (SPS) model for handling sensitive customer queries online
  5. Course Assessment 10 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 8 of a possible 10 questions correctly.

2. Handling Digital Customers

Essential Social Media Skills for Contact Center Agents

Handling Digital Customers

When it comes to meeting and exceeding customers’ expectations on social media, agents must master best practices for listening and responding through key social media channels.

This course equips agents with the essential skills and knowledge required to handle customers effectively online, and explores best practices for ensuring a first-class service experience throughout every interaction. Agents will be introduced to the HERO model, which is designed specifically for customer service interactions on social media. In addition, agents will learn how to handle complaints and how to cope with digital trolls.

At the end of this course, your agents will be able to:

  • Use established techniques for responding professionally to customers on social media.
  • Follow the simple, but effective, HERO social media customer service model.
  • Apply best practices for handling customer complaints online.
  • Apply best practices for identifying and handling digital trolls effectively.
  • React to online customer feedback correctly.
  • 7 modules
  • 80 min

Included modules and learning aims:

  1. Introduction 06 min

    • Learn the key challenges of Digital Customer Service
    • Get a high-level overview of the course.
  2. Effective Communication Using Social Media 12 min

    • Use formal and casual writing techniques appropriately
    • Write in the active and passive tense
    • Use mirroring and matching to build rapport with the person you're communicating with
    • Avoid common mistakes on social media
  3. The HERO Customer Service Model 14 min

    • Identify which type of post or tweet you’re dealing with, so you can respond more effectively
    • Recognize the superpower of empathy as a tool for connecting with your customers
    • Deliver a lightning-fast response to customer queries
    • Provide a superhero service that exceeds customers’ expectations
  4. Handling Genuine Customer Complaints 11 min

    • Handle genuine customer complaints with confidence, using the HERO model
    • Avoid the top three customer service no-nos
    • Turn disgruntled customers into raving fans
  5. Handling Digital Trolls 12 min

    • Understand what a digital troll is
    • Understand the key personalities and intentions of trolls
    • Unmask the five most common trolls you’ll encounter online
    • Handle trolls effectively, using five best practices
    • Differentiate genuine customers from noisy trolls
  6. Nurturing Positive Customer Feedback 10 min

    • Understand the key benefits of positive customer feedback
    • Understand customers’ expectations when sharing their positive experiences
    • Respond effectively to positive customer feedback using four simple steps
  7. Course Assessment 15 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 12 of 15 questions correctly.

3. Key Social Media Channels

A Deep Dive into the Most Popular Social Media Channels

Key Social Media Channels

Facebook, Twitter, and Instagram are the dominant social media channels of our time. More and more companies are adding them as their recognized support channels. For some agents, understanding the differences between these key social media channels, how people interact with them, and how customer responses are delivered, can initially seem daunting.

This course is a must-have for agents who are new to handling customer queries on social media. This course looks at the key features of the three key social media channels, explores best practices for terminology and etiquette, and demonstrates how to respond effectively to posts.

At the end of this course, your agents will be able to:

  • List the key features of Facebook, Twitter, and Instagram.
  • Define the differences between these three social media channels.
  • Communicate professionally with your followers online on these channels.
  • Apply best practices for handling interactions on social media.
  • 5 modules
  • 98 min

Included modules and learning aims:

  1. Introduction 09 min

    • Explain the basic concepts of Facebook, Twitter, and Instagram
    • Summarize the customer care techniques from the “Handling Digital Customers” course
    • Outline a high-level overview of the course
  2. Effective Customer Service Using Facebook 26 min

    • Describe the feature set of Facebook
    • Differentiate Facebook from other key social media channels
    • Use correct terminology and etiquette when responding via Facebook
    • Effectively respond to a post on Facebook using a CRM (Customer Relationship Management) system
  3. Effective Customer Service Using Twitter 26 min

    • Understand the key feature set of Twitter
    • Differentiate Twitter from other key social media channels
    • Use the correct terminology and etiquette when tweeting
    • Effectively respond to a tweet using a CRM
  4. Effective Customer Service Using Instagram 22 min

    • Understand the feature set of Instagram
    • Differentiate Instagram from other key social media channels
    • Use the correct terminology and etiquette when responding to a post on Instagram
    • Effectively respond to a post on Instagram using a CRM
  5. Course Assessment 15 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 12 of a possible 15 questions correctly.

Mastery Certification: Social Media Customer Service

After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

20 questions 20 min

Mastery Certification: Social Media Customer Service

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Pricing options for Social Media Customer Service

We offer bulk discounts for orders containing 5 or more seats for a program or bundle. Check our pricing options for Social Media Customer Service below. If you apply for bulk pricing, please contact us to place your order.

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The Social Media Customer Service program is designed by call center experts to provide a practical and engaging learning experience. Start today.