Executive Development Programme in Social Listening for Customer Service
-- ViewingNowThe Executive Development Programme in Social Listening for Customer Service is a certificate course designed to empower professionals with the essential skills to monitor and analyze online conversations for enhancing customer experience. This programme highlights the importance of social listening in understanding customer needs, preferences, and pain points, thereby enabling organizations to build customer-centric strategies.
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โข Introduction to Social Listening: Understanding the concept, benefits, and importance of social listening in customer service.
โข Setting up Social Listening Tools: Choosing and configuring social listening tools for effective customer service.
โข Monitoring Social Media Channels: Identifying and tracking customer conversations across various social media platforms.
โข Analyzing Social Data: Interpreting social data to gather customer insights and improve service strategies.
โข Engaging with Customers: Responding to customer inquiries, complaints, and feedback on social media.
โข Creating a Social Listening Strategy: Developing a comprehensive social listening plan for proactive customer service.
โข Integrating Social Listening with CRM: Connecting social listening tools with CRM systems for seamless customer service.
โข Measuring Social Listening Success: Establishing KPIs and evaluating the effectiveness of social listening initiatives.
โข Ethics and Legal Considerations: Adhering to data privacy regulations, social media policies, and ethical practices in social listening.
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