Social Media For Customer Services

Social Media For Customer Service Training Course

In this half day course, we will share our advice on how best to deal with customer service on social media.

Have you ever complained to a brand publicly via social media? I’ll admit it, I have done this. Fortunately, my comments received a response and a resolution to the problem. But this is not always the case with every business—and it should be.

Social Media and Customer Service

A two-way conversation, or social connection, has long been the intended purpose for social media.

We’re now seeing social media platforms used to grow business by:

  • Boosting brand awareness
  • Marketing products or services
  • “Listening” to consumers

Social media and customer service may not have been an intentional combination for these channels when developed. However, many people having an issue or question look for a quick solution by using social media for customer service inquiries on a frequent basis.

In fact, 67% of consumers have engaged a brand’s social media for customer service needs. That’s a lot of people and a lot of exposure for a brand! Ultimately, creating a brand with an inclusive and helpful community via social media is the goal of any business.

Our Customer Service on Social Media course will demonstrate to brands, both large and small the importance of being present on these channels, and ready to respond to customer queries and feedback. Learn how best to handle a PR crisis, negative communication and customer complaints on social media effectively and efficiently.


social media for customer care
What You Will Learn
Course Content

This half day Customer Service on Social Media course is aimed at businesses who already have established social media channels and overall online presence. It would be most beneficial for the member of staff who manages the company social media channels regularly. This course also closely links with your company’s overall PR and Communications strategy.

This course aims to show you:

  • How To Deliver Outstanding Customer Service On Social Media
  • Managing Online Customer Service With An Internal Team
  • Handling Complaints & Negative Comments on Social Media
  • How To Avoid Potential PR Disasters Via Social Media
  • Strategies For Effectively Managing Large Volumes Of Customer Enquiries
  • Good & Not So Good Examples Customer Service on Social Media

This course covers the following topics:


  • 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

Reputation Management

  • How do customers view your brand and brand perception?
  • Dealing with negative comments the right way
  • How to approach customer service on Twitter 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

All attendees receive a certificate, a printed and digital copy of the course material and three months post course support.

Refreshments provided.

How Much Is Your Average Sale?

The Techniques We Show You On This Course Will Help You Bring In A Lot More Sales Than Your Initial Investment

The investment in training for this one-day public scheduled class is £697+VAT per person

If you’d prefer customised/private training for yourself or for us to come to your company then prices start from £1097+VAT per day. Call for a free quote

The first step to all of this is a good chat about your business and your needs. So drop us an email or give us a call at 0203 538 1602 and we’ll take it from there.

Attended Social Media course

Ryan's experience of Love Social Media Training

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