Social Media: Engaging With Customers is for delegates who need an increased level of understanding about the role of social media in customer engagement. The course is designed to provide a heightened awareness of social media, combined with practical exercises to build confidence.
Delegates will not necessarily have responsibility for using social media channels on behalf of their employer, but may be interacting with customers who use social media (and who may, therefore, post positive or negative information regarding the organisation).
WHY THIS HELPS YOUR ORGANISATION
Social Media has radically changed the rules of engagement with customers, but this can be difficult to comprehend by employees who don’t use or understand social media.
Employees who use social media on a personal basis face an even greater challenge. They may struggle to fully appreciate the difference between social use and use on behalf of their employer (and how personal views expressed on social media can affect their employer’s reputation).
Social Media: Engaging With Customers uses our experience and insight to help those with little or no knowledge of social media, so they have greater understanding and confidence about its use in a professional context.
For employees who are responsible for using social media channels professionally, we also recommend Social Media: Strategic & Operational Use.
What you will learn
By the end of the workshop delegates will:
- Be able to define the key benefits / challenges of engaging with customers online;
- Know how to manage personal IDs online;
- Understand the 3 Phases of Customer Engagement;
- Be able to build a digital case for using social media;
- Understand how to build a social business team;
- Appreciate how an engagement map works.