Course overview
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"The Social Media training has proved to be excellent for us. The training has allowed us to know when to respond on the page as well as when to take things off-line in order to control the narrative. The training has also allowed my guys to understand how to control conversations in order to achieve great customer service."
Danny Axon, Customer Support Manager at Texecom
- In person or online
- 0.5 day course
- Individuals or teams up to 10
Course information
Learn how to deliver outstanding customer service on social media, how to manage enquiries at scale and respond confidently to complaints and negative comments. This practical and interactive course equips your team to avoid PR pitfalls and apply proven best practices through real-world examples of what works and what doesn’t.
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How to Deliver Outstanding Customer Service on Social Media – Learn the principles of responsive, empathetic, and brand-aligned communication to build trust and strengthen customer relationships.
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Managing Online Customer Service with an Internal Team – Discover how to structure guidelines and responsesto enable your in-house team to manage enquiries efficiently and consistently.
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Handling Complaints and Negative Comments on Social Media – Develop the confidence and skills to respond to criticism professionally, de-escalate issues, and turn negative interactions into positive outcomes.
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How to Avoid Potential PR Disasters via Social Media – Understand common risks and pitfalls, and learn how to put safeguards in place to protect your brand reputation and respond effectively to sensitive situations.
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Strategies for Effectively Managing Large Volumes of Customer Enquiries – Explore tools, processes, and prioritisation techniques to manage high volumes of messages while maintaining quality and response times.
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Good and Not So Good Examples of Customer Service on Social Media – Review real-world case studies to identify best practices and common mistakes, helping you apply proven approaches and avoid costly errors.
Course programme
Delivering more
- Why customer service is so important on social media?
- What are your customer service objectives?
- Be prepared – identify who and where your customers are
- Social media basics – profiles, bios, photos, keywords
- Brand consistency and brand tone voice
- Be accessible – let customers know when you are available
- How do customers view your brand and brand perception?
- Dealing with negative comments the right way
- How to approach customer service on X and Facebook
- Taking any potential complaints off of public social media platforms ASAP to private message, email or phone call.
- Case studies of both good and bad customer service
- How to deal with a PR crisis on social media
- Legal implications and importance of Social Media Policy
- Monitor complaints for recurring issues and solve these to avoid future problems
- The best tools to manage negative communication
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Get in touch for dates and bookings
Get in touch with our team to find out upcoming course dates and availability. We’ll be happy to help you choose the right course and ensure it fits your training needs.
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Why Choose Digital Bridge Skills?
Digital Bridge Skills helps you transform digital know-how into practical, measurable results. Our training combines clear strategy with hands-on learning, ensuring you not only understand the latest tools and techniques but also feel confident applying them in real-world situations. With experience across multiple sectors and a strong emphasis on outcomes, we support teams and organisations to turn new skills into lasting progress.
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Turning knowledge into capability – We focus on practical learning, enabling attendees to apply new skills immediately and with confidence in their everyday roles.
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Experienced industry practitioners – Our experienced trainers draw on agency and in-house expertise, sharing proven methods, tools, and insights shaped by real client work.
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Content tailored to your challenges – We align training with current industry trends and your sector’s specific needs, ensuring every session is relevant and impactful.
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Focused on measurable outcomes – Our approach prioritises implementation, helping you refine strategies, enhance performance, and achieve tangible improvements.
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Flexible delivery for modern teams – Delivered live online and designed to suit your organisation’s location and schedule. In-person training is available for bespoke courses.
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Ongoing guidance and support – Beyond the course, we also offer continued advice and consultancy to help you embed learning, maintain momentum, and keep building your team’s capabilities.
Want to know more?
Contact us for a no-obligation chat about how our customer excellence training could benefit your team.
Get in touch today.