Social media has changed the way customers communicate with businesses. A complaint or negative comment can now be made publicly, shared quickly and seen by a much wider audience, meaning the way you respond can have an impact far beyond the individual customer.

But a complaint doesn’t have to become a crisis. Handled well, even a difficult conversation can be an opportunity to demonstrate great customer service, build trust and strengthen your relationship with your customers.

Join us for this practical webinar exploring how to approach customer service on social media with greater confidence. Whether you’re responsible for social media, customer service, marketing or communications, you’ll discover practical strategies for managing complaints, responding to difficult conversations and creating positive customer experiences that help protect and strengthen your brand reputation.

This webinar is free to attend but you need to register to make sure you get all of the details.

Turn Customer Complaints Into Loyal Customers

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During the webinar, we'll cover:

  • Why great social media customer service matters – Understand how the way you respond to customers online can influence their experience, perception of your business and long-term relationship with your brand.
  • How customer expectations have changed – Explore what today’s customers expect when contacting businesses through social media, including responsiveness, transparency and a more personal approach to communication.
  • Best practice for responding to complaints online – Learn practical approaches for handling complaints and negative comments professionally, including when to respond publicly and when to move a conversation into a private channel.
  • How to manage difficult conversations and protect your reputation – Develop techniques for responding calmly and confidently when conversations become challenging, while demonstrating that your business listens to and values its customers.
  • Common social media customer service mistakes to avoid – Discover where businesses can go wrong when responding to customer issues and how the wrong response, or no response at all, can potentially escalate a situation.
  • How to turn complaints into opportunities to build loyalty – Explore how a well-handled complaint can help rebuild trust, strengthen customer relationships and turn a negative experience into a more positive outcome.

Great day - fantastic overview of digital marketing with relevant and interesting examples

All the information was backed up with examples so you could get a better sense of what it was like in practice. A fascinating and well-informed insight into the world of digital marketing.

Superdry
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