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Social Customer Care
Module 1 – Getting started
Welcome to the course (2:08)
The first five years of social customer care (9:24)
Module 2 – Understand
Why Social Customer care matters (4:00)
What can a social customer care strategy do for your business (4:37)
Understanding the new consumers and what they need (10:52)
Module 3 – Start
Getting management buy-in (7:51)
Lack of experience / Where do I start? (15:01)
Calculating the ROI (5:47)
Understanding social media (5:20)
Module 4 – Experience
Exceeding customer expectations (6:49)
Creating your unique tone of voice (5:25)
Agent experience (3:28)
Sharing success (4:50)
Module 5 – People
Roles (5:16)
Skills (5:23)
Training (5:37)
Social Media Guidelines (6:38)
Module 6 – Process
Monitoring / Listening (9:35)
Responding (21:51)
Tagging (4:56)
Escalation (8:10)
Module 7 – Performance
What to measure (6:56)
KPIs (Linking) (4:58)
Agent KPI (6:45)
Measuring success as we start (7:11)
Module 8 – Crisis
Being in control (11:04)
Crisis scenarios (5:06)
Checklist (6:33)
Examples of crisis situations (17:02)
Module 9 – Technology
Understanding the technology landscape (14:27)
Customer service using Hootsuite (5:32)
Module 10 – End of course
Module 11 – Congratulations! (2:18)
Understanding the new consumers and what they need
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