inside the masterclass

z

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PlanningFor

Social Customer Service Excellence

Inside The Masterclass

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AimDevelop action plans for fifteen core competencies to use as the basis of your social customer service strategy

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The 15 Competencies

Day OneAligning with other customer strategies Investing in the right leadership style Mastering social media monitoring Integrating social and existing infrastructures Developing effective social teams Maintaining operational alignment Analysing the right channel mix Mapping social customer journeys  Day TwoUsing service knowledge effectively Gathering & using social customer data Dealing with traffic bursts and social crises Developing the right mix of metrics Charting a course to having the best SLAs Adapting ‘Voice of the Customer’ for social Becoming fanatical about service failures

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Personal Learning1. How the ecosystem for social

customer service fits together2. The key critical success factors3. What today’s best practice looks

like4. What’s next for social customer

service

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Outputs1. SWOT2. Objectives and action plans3. Prioritised roadmap

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Take Aways1. 15 interconnected action plans2. Copy of ‘Delivering Effective Social

Customer Service’ to finish reading3. Access to 300+ master-class slides

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After The Masterclass

1. Turning outputs into a final strategy2. Optional free critique for ‘final

polishing’

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Learning StyleA mix of presentation, discussion, reading and planning

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Learning StyleEach competency is first explored through a presentation covering examples, issues and opportunities

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Learning StyleThis expands into a short group discussion which often surfaces further examples and operational best practice

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Learning StyleYou then read an analysis of the relevant competency in ‘Delivering Effective Social Customer Service’

People/Culture Process/Workflow Data/Technology Policy/Best Practices

I m p o r t a n c e

Q u i c k W i n s F o l l o w U p A c ti o n s

C o n s e q u e n c e s Positive Negative

I s s u e s

S M A R T O b j e c ti v e SpecificMeasurableAchievableRelevantTimeframe

Current Capability Future Importance Roadmap Urgency

Recruiting, Training And Managing Social TeamsWe know how to recruit, train and manage social customer service teams

To have benchmarked advisor/team leader profiles, competencies and packages against top performing social brands before revising recruitment, learning and management approaches for social customer service. These will also need integrating into the existing career paths. This needs to be achieved before the new team is in place before xxx

Associated book materialPage 81

345

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Learning StyleNow you are ready to complete the SWOT , objective and action plan for that competency as it relates to your own organisation

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Learning StyleAnchor insights with final discussion

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Word Of MouthHow was it for you?

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“Really good course with lots of food for thought”

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“We were looking for guidance on developing a framework for advancing our delivery social customer service - and that's exactly what we got!”

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“The course was well organised, the balance between listening and interaction very good. Presentations were clear and interesting, workshop tools were excellent”

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“I thought the book provided a great deal more depth and was a unexpected bonus. Also the use of real life examples really hit some of the key messages home”

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NPSSo far 100%

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Organisation Benefits

1. Happier customers2. Reduced risk. Greater confidence 3. Increased internal clarity &

collaboration4. Alignment with other related

strategies5. A roadmap to outperform

competitors