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Planning For Social Customer Service Excellence Master Class


Next Dates:
TBC

The challenges of delivering effective social customer service loom large. During this 2 day highly interactive Masterclass, you will design your strategy and ‘roadmap to excellence’.

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15 competencies provide the framework for your strategy and roadmap, each of which is already analysed for you to make use. Examples and group discussion will also help guide your plan as you rate your capability in each competency, assess its importance to your organization and decide where it sits in your roadmap.

Join this workshop to ensure your roadmap is:
  • Aligning with other customer strategies
  • Investing in the right leadership style
  • Mastering social media monitoring
  • Integrating social and existing infrastructures
  • Recruiting, training & managing social teams
  • Maintaining operational alignment
  • Analysing the right channel mix
  • Mapping social customer journeys
  • Using knowledge effectively
  • Gathering & using social customer data
  • Dealing with traffic bursts and social crises
  • Developing the right mix of metrics
  • Charting a course to having the best SLAs
  • Adapting ‘Voice of the Customer’ for social
  • Becoming fanatical about service failures

Organised by the Professional Planning Forum, this masterclass is led by Martin Hill-Wilson.

The cost (£1045 +VAT per organisation for up to 2 people) includes workbook, latest best seller and lunch.
 
Contact Alison: alison.conaghan@planningforum.co.uk, email events@planningforum.co.uk or call 0333 123 5960 for more details and to book your place

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2017 Winter Graduation

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