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OnDemand Webinar

Customer Service Best Practices for Social Media

Without a good understanding of social media best practices, businesses put themselves at risk for customer frustrations to go viral, spreading negative news, lowering credibility, and greatly impacting the ability to compete with those companies who get social media right. This on-demand webinar helps company decision makers and those in charge of social media outreach to establish a strategic approach to serving customers through social sites in a way that builds consumer trust, engages potential customers, and effectively diffuses angry exchanges with finesse.


Runtime: 90 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Using Social Media to Promote Your Business

  • Contests
  • FB Ads
  • Post 1x a Day
  • 20% Promotional
  • Contests
  • Engagement

Managing Complaints on Social Media

  • Move to Telephone Immediately
  • Let Community Respond
  • An Authentic Apology
  • Do Not Remove Negative Posts
  • Create Community Guidelines, Then Follow Them
  • Authentic, Videotaped Response - Acknowledging Mistake and Pledge Future Responsibility From Senior Level Executive or Owner

Defining the Channels - What They Are and How to Use Them

  • Facebook®
  • Twitter®
  • Google® Plus
  • LinkedIn®
  • Pinterest™
  • Message Boards
  • Blogging
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Marilyn Suttle

Marilyn Suttle

Suttle Enterprises LLC

  • Principle at Suttle Enterprises LLC, a personal and professional growth training firm
  • Practice emphasizes all aspects of professional development and creating a culture that supports unbreakable bonds with customers
  • An international conference speaker, success coach, and one of a handpicked few master trainers that Chicken Soup for the Soul founder Jack Canfield invites to speak from his main stage’s at his events
  • Performed as social media conversation management expert for brand engagement, blogging, podcasting and managing social media conversation for Kimberly-Clark Corporation
  • Writer with Lori Jo Vest of the bestselling business book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan" and “The Customer Service Roadmap” online course
  • Past president of the National Speakers Association, Michigan Chapter
  • Founding member of the Evolutionary Business Council, an organization of thought leaders
  • B.S. degree, University of Michigan, certified self-esteem facilitator/coach
  • Can be contacted at 248-348-1023, [email protected], website: www.whosyourgladys.com and www.marilynsuttle.com, blog: http://www.whosyourgladys.com/blog; LinkedIn: http://www.linkedin.com/in/marilynsuttle or twitter: http://twitter.com/marilynsuttle
Lori Jo Vest

Lori Jo Vest

LJV Consulting, LLC

  • Customer service and sales consultant and coach, through her consulting firm LJV Consulting, LLC
  • After 20+ years in business-to-business relationship-based sales, she co-wrote “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan” with Marilyn Suttle, the book is based on interviews with 10 companies in a variety of industries, including Singapore Airlines and Paul Reed Smith Guitars
  • Frequent contributor to national print and online publications, including the Detroit Free Press, Lowe’s For Pros,

Ladies Home Journal, Prevention Magazine, MasterCard Small Business, Sleep Savvy Magazine, and others

  • Emmy-award winning video producer with a focus on creating marketing and trade show programs, 20+ years of experience in broadcast level television production
  • Community manager for two Kimberly-Clark brands - writing articles, blogging and managing online communities using social media platforms
  • Member of Automation Alley/Michigan, Troy Chamber of Commerce, Marketing and Sales Executives of Detroit
  • Bachelor of applied arts degree in broadcast and cinematic arts, Central Michigan University
  • Can be contacted at 313-909-3062, [email protected], website: www.whosyourgladys.com and www.lorijovest.com; blog: www.whosyourgladys.com/blog, LinkedIn profile: www.linkedin.com/in/lorijovest or twitter profile: www.twitter.com/lorijovest
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
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  • MP3 Downloads
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  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 392977
Published 2014
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Available in Multiple Formats

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