• 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.

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