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Learning Outcomes

This step introduces learners to the week's outcomes.

This week you will learn:

  • 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.
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Running a Social Media Campaign: Customers, Influencer Engagement, Analytics

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