Ask Peter: How Does Social Media Learning Translate to Advanced Customer Service?

Social Media Consultant

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Do you remember your first day in your first few jobs? If you do, and if you are honest with yourself, there’s a fair bet that your overriding emotion was one of fear. Remember sitting there looking at the phone ringing on your desk, and wondering what on earth you would say to the questions you got once you picked it up? Or how about wandering disconsolately around a shop floor trying to remember the stuff your supervisor told you as your first customer query heaves into view.

The point is, there’s a binding problem across pretty much all industries, which affects the quality of their customer service. That problem is knowledge. When staff don’t know enough about products and services to answer customer questions, the staff feel disenfranchised and the customer feels downright aggrieved.

The modern business world, as anyone who’s worked in an office can attest to, is moving at a rate of knots. So fast, indeed, that training on the job is often substandard, resulting in a workforce that simply doesn’t have the knowledge behind it to do its job properly. As customer complaints escalate, or efficiency and sales falter, the business in question has to spend more time trying to patch up the holes with reactive responses – which means it has even less time to give its employees access to the knowledge they need in order to make the problem go away in the first place.

Social media consultant, Peter, suggests that social media is the ideal platform for remedying this. Businesses now use social media more than they use that intranet, often replacing the intranet with a social media page that all the staff are encouraged to get involved in.

This automatically unleashes the horsepower of social media in a productive fashion. All social media technology is geared towards sharing knowledge. By using the internal social media page properly, staff can get access to the knowledge they need when they need it. There’s no more waiting for the right moment to get a word with the line manager, who always looks harassed and busy. Instead, FAQ pages within the social network deal with the most common issues, while dedicated knowledge bases give live answers to more complicated problems.

The result? An informed workforce, which is a workforce better able to serve the brand’s customers.

When this happens, employee confidence increases and the feeling of job satisfaction takes a turn for the better. No one can be satisfied doing a job where they know they don’t know the answers to half the things they get asked, and where it is clear that customers are frequently unhappy with the service they receive. So the emancipation of knowledge sets up a situation where employees feel more kindly towards the brand – and this is the beginning of proper brand advocacy.

When an employee is confident and secure in his or her role, he or she is more likely to see the brand that role embodies as a friend. Which, in turn, means he or she will act in a way calculated to support that brand at all times.

On Line Social Media Training

…….. Social media training to your PC, Pad or Phone where and when you want it

Be empowered to work as a brand advocate for your company

You and your employees will create a professional online presence that reflects positively on the employee and your company

You and your employees will know how to use social media safely and securely

Twitter, LinkedIn and Facebook training that is always up to date and ready

Consistency of training across the whole organisation

Number of videos per section:

LinkedIn Academy (39)

Profile 15
Networking 5
Interacting 8
Advanced 5
Useful Tools 5

Facebook Academy (20)

Privacy 15
Security 4
Useful Tools 1

Twitter Academy (15)

Basics 4
Best Practices 4
Privacy & Security 7

Total 74 video lessons

Please buy now to receive your activation code and url link for your personal on-line social media training within 3 hours.

**price is per month and  inclusive of VAT

***We will deliver activation codes and personal url within 3 hours for orders placed between 9am to 3pm UK time Monday to Friday.  Outside of these hours it will take longer

You can have access to the Whole Academy (Twitter, LinkedIn and Facebook) for£120 per month and we will not tie you
into a contract.

You can buy now and go directly to the academy, see a demo or request a call back

If you buy before 30 November 2012 we will give you a promotional price of £96 per month

BUY NOW

Alternatively contact us to organise terms and receive a invoice  

Social Media Recruitment

Peter Wilkinson, Social media consultant,

Peter Wilkinson

About Peter Wilkinson

★★Marketing and Social Media Strategy, KPI and ROI | Marketing and Social Media Consultant | Trainer | Speaker | Blogger ★★Runs The Social Media Business Club | Jobs, projects to bid on training - www.socialmediamarketing.eu.com ★★Runs Marketing Freelancer Portal | www.socialmediabusiness.uk.com ★★Social media strategy blogger | www.socialmediastrategy.org.uk/blog ★★ Backpacker and lover of the outdoors | watch this space!
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