Well done, you have completed your ninth week. You learned about:

• how to create your own internal brief on handling negative comments
• when and how to escalate more serious complaints
• how to leverage your resources to manage large volumes of questions
• how to create your own social media customer service plan
• how to set your organisation up for successful customer service on social media
• how to meet your customer’s needs and nurture your brand.

Next week you will learn how to reduce the risk of a PR disaster on social media; how to take steps to prepare for any known risks – responses, escalations, etc; and how to put a plan in place to handle the unknown situations which may arise on social media. You will also learn how to set up an influencer campaign; how to discover the benefits you can expect to see from influencer marketing; and identify the right influencers for your organisation. Finally you will learn how to select the right influencer for your brand or organisation; how to build a working relationship with an influencer; and the risks and protective steps for your brand or organisation, when working with influencers.

Join the discussion

In the comments, share your reflections of the week. What was most useful or interesting to you?

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