Social Customer Service Development

Social Customer Service Development Using Social Media To Improve Customer Satisfaction, Engagement And Improve The Bottom Line

5 Learning Objectives: 1. Understand how social media can be used for customer service 2. Use the key social channels effectively 3. Use social media monitoring tools to manage feedback 4. Use social customer service management tools 5. Monitor, engage and delight your customers using social media

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20 – 23 April 2014 Jumeirah Emirates Towers Hotel, Dubai, UAE Organised by

www.iirme.com/socialcustomer

Social Customer Service Development 20 – 23 April 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE Meet Your Expert Course Director

Course Overview Increasingly, customers are giving feedback, reviews and voicing their frustrations online. This can lead to a range of new and challenging circumstances in which to deal with customer service. This course will help you to identify and engage with your customers online using social media in a risk managed way.

You will learn how to use social media effectively, making best use of the wide range of tools available. This will include use of social media monitoring tools to fully understand your audience, as well as social customer service tools to manage workflow and engagement.

Daniel Rowles Daniel has been working in digital marketing for the past 15 years, with extensive experience working on both the client side and within the agency environment. He is a Course Director for the Chartered Institute of Marketing, trains on behalf of Econsultancy and the IAB. He was awarded Econsultancy Trainer of the year 2012 and DPA trainer of the year 2008/9.

Daniel has helped organistions of all types to use digital marketing effectively, working with all sizes of business from SME’s through to clients like the BBC, Vodafone, MasterCard, L’Oreal and Warner Bros. He has worked with many of the world’s most successful agencies including JWT, DDB and Leo Burnett.

This is a highly practical course that will demonstrate realworld techniques and examples throughout.

Who Should Attend?

The course is designed for anyone with responsibility for customer service or digital marketing within an organisation.

It will also be highly relevant for those with responsibility for an overall customer satisfaction as well as those involved in PR and brand management.

Course Methodology The course will be highly interactive, with a mix of theory and practical sessions. You will have the opportunity to share your experience, learn from others through group discussions and you will develop your skills through a series of individual and group exercises.

He is the voice of the Digital Marketing Podcast, a worldwide top-ten business podcast in iTunes, Managing Director of TargetInternet.com and an author for publisher Kogan Page.

Daniel’s training and consultancy is backed up by many years of real world experience planning and implementing digital campaigns. He also supports his work with research done as co-host of the Digital Marketing Podcast and owner of TargetInternet.com. Daniel prides himself on his practical and hands-on training content, and brings best practice from many years working for a broad range of international clients across the full range of digital marketing techniques.

His career has covered both the technical and business aspects of digital marketing, meaning he is able to bridge the gap between the two and make best use of the tools and technology available.

Requirements:

Highlights: • 15 years experience in digital marketing

Delegates should have knowledge of the fundamentals of social media and should bring a laptop or tablet device

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Econsultancy trainer

•

Chartered Institute of Marketing Course Director

“All the advice and information offered by Daniel was completely practical, relevant and presented in an easily digestible and interesting way which the editorial teams really appreciated.”

•

IAB trainer

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Econsultancy Trainer of the Year 2012

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Published author: Mobile Marketing , Digital Branding, SEO

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Co-host of The Digital Marketing Podcast – top 10 iTunes business podcast

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Judge of the CIM Marketing Excellence Awards 2010-2013

Digital Marketing Executive, BBC Worldwide

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Delivered hundreds of in-company and public courses to a wide range of international audiences around the world

+971 4 335 2437

+971 4 335 2438

register@iirme.com

www.iirme.com/socialcustomer

Course Timings Registration and coffee will be at 07:30 on Day One. The course will commence at 08:00 and conclude at 14:30 with lunch.

There will be refreshment breaks at approximately 10:30 and 12:30.

Course Outline

Day One Day One sets the scene and gives an overview of the current social media environment and how this impacts customer service.

Social Media And Customer Service In Perspective • Social media in perspective and the latest trends and challenges • How social media has changed customer services Case studies and examples • Social media success stories • Social media disasters •

Social Media And Customer Service Management Tools • Tools and customer service process • Review of key tools • Workflow management • Scaling up the process Social Customer Service – Policy And Process • Social media policies • Elements of a social media policy • Risk mitigation • Channel usage • Escalation policies • Work tracking • Tone and style

Day Four

Risks and opportunities

The Key Social Channels In Perspective • Social networks • Twitter • Blogs • Review sites • User generated content • Search and social media

Workshop – Building Your Social Media Customer Service Plan • Strategic planning exercise • Create a social media customer service plan • Scenario planning • Policy and process creation • Content planning • Crisis management approach • Social measurement exercises and planning • Tactical implementation challenges

Day Two On Day Two, we explore the key tools and processes that are needed to achieve a successful social media customer service approach.

Using Social Media Monitoring Tools • Social monitoring in perspective • Key social monitoring tools • Setting up an ongoing social media listening process • Identification, sentiment and escalation Challenges Of Social Customer Service • Planning and process • Social media buy-in • Team structure and skills • Resourcing Social Media Measurement Approach Social Measurement Ratios

Would you like to run this course in-house?

Analytics And Customer Service • Google analytics for customer service

Day Three On Day Three we build a practical approach to social media customer service and look at the tools, policies and process that we can use in practice.

+971 4 335 2437

+971 4 335 2438

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

register@iirme.com

www.iirme.com/socialcustomer

Social Customer Service Development 20 – 23 April 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE

+971 4 335 2437 +971 4 335 2438 register@iirme.com

www.iirme.com/socialcustomer

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC5429 Event Social Customer Service Development

Course Fee Before 2 February 2014

Course Fee Before 23 February 2014

Final Fee

US$ 3,995

US$ 4,495

US$ 4,795

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

20 – 23 April 2014 Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

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Event Venue: Jumeirah Emirates Towers Hotel, Dubai, UAE Tel: +971 4 330 0000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.

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