Course Overview

This course provides professionals with the skills and tools needed to manage customer service effectively through social media platforms. Participants will learn how to respond to customer inquiries, handle complaints, and build trust across platforms like Facebook, Instagram, Twitter (X), LinkedIn, and TikTok. The course emphasizes the use of social media management tools (Hootsuite, Buffer, Sprout Social), analytics (Power BI, GA4), and AI-driven response tools to improve speed, consistency, and quality of engagement.

Course Duration

5 Days

Target Audience

• Customer Service Representatives

• Social Media Managers & Digital Marketers

• Communications & PR Officers

• Contact Center Professionals

• Sales & Customer Experience Teams

Personal Impact

• Gain confidence in engaging customers across different social platforms.

• Learn to handle complaints, escalations, and crises in real time.

• Acquire skills in using tools like Hootsuite, Buffer, Power BI, and AI chatbots.

• Enhance professionalism in tone, empathy, and customer relationship building.

• Improve problem-solving and conflict management online.

Organizational Impact

• Improved response times and customer satisfaction on social media.

• Stronger brand reputation through consistent online engagement.

• Reduced customer churn by turning complaints into opportunities.

• Enhanced reporting and insights with analytics dashboards.

• Streamlined social media customer service workflows with automation.