Want to know how to integrate customer service and social media?
Customer service consultant, trainer and author, Errol Allen will present Who’s Minding the Store? How Smart Businesses Are Integrating Social Media into Customer Service.
In 2013, a disgruntled businessman named Hasan Syed complained on Twitter about British Airlines losing his father’s luggage. Not only did Syed complain on Twitter he bought sponsored posts complaining about the service. He spent over $1,000 on his ads and not a peep from British Airways for hours. In between the time the first tweet went out and British Airlines response seven hours had passed and Syed’s tweets had momentum. Other British Airline customers chimed in on how bad the service was. Finally, the airlines responds and says that their social media desk is only open from 9 – 5. A company that does business 24/7/365 only had social media support during regular business hours.
You can imagine the backlash the company received!
That led us to ask the question, who’s handling your company’s social media? Is it the marketing department who typically keeps the same hours? Errol will explain why marketing may not be the best choice and just who should be responding to your social media feeds.
In this online training, Allen will also explain his six steps for integrating social media into your customer service strategy and how to get buy in from managers and support staff. Allen will also share social media tools and services that allow you to monitor your brand after hours avoiding British Airlines major embarrassment.
This webinar is ideal for:
- Small Business Owners
- Customer Service Managers
- Sales & Marketing Managers
This webinar is scheduled for Thursday, June 26, 2014 from 10AM to 11:30 AM CDT.
Cost $97. Training length: 90 minutes. Question and answer session.
Take action now and register to join us. Just fill the form and we’ll send you the login information!
REFUND POLICY: There are no refunds on webinars/trainings. In the event a training is rescheduled or canceled, credit will be applied to same or similar event.
About Errol Allen: Speaker, author and customer service expert Errol Allen provides practical advice and solutions garnered from over 25 years of hands – on experience. He possesses a multi-faceted perspective of organizations through the various positions held during his corporate tenure. From the phone to the field, Errol has serviced customers himself and understands that a ”systems” orientation is crucial to providing excellent customer service. He is experienced in facilitating interdepartmental process improvement projects to insure efficient service delivery to both internal and external customers. Errol has also designed and implemented customer service training programs for the “front line” associate to insure employee confidence when interacting with customers. Listen to Errol’s interview on ShopTalk with The Marketing Stylist!