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How to Approach and Manage Customer Service on Social Media

How to Approach and Manage Customer Service on Social Media

@ Edinburgh Chamber of Commerce 40 George Street EDINBURGH Midlothian EH2 2LE

21st February, 2020 09:30-12:30 Training 95.00-135.00
Customers are increasingly turning to social media to air frustrations or grievances that they are having with a particular company. Alongside this, audiences are also looking at your social media channels to be an effective first port of call for any big announcements, both good and bad.
With 63% of visitors using a company's social media channel for customer service and 41% of those customers expecting a response within 60 minutes, how you approach customer service on social media could be critical to your business. 

This course teaches best practice and specific approaches for social media networks (in addition to feedback forums such as Tripadvisor, Feefo and Trustpilot), how to respond to customer queries or complaints and in some cases how these situations can be turned into positive brand experiences.
This session is aimed at businesses with already established social media channels and an overall online presence.

Who should attend?

It is assumed you have an existing working knowledge of social media platforms and or online “rating platforms”.  This workshop is aimed at company social media practitioners in public and customer facing businesses.

Learning Outcomes

- How to deliver professional customer service via social media and feedback forums. 
- Understand the limitations of service delivery via social channels
-  A clear and robust strategy of how to manage negative communication
- Develop a “prepared statements” document that provides a template approach to negative communications and how / when to implement.
- Best practices and how to develop content for a “resilience” web page to counter and manage large-scale incidents.
- How to prepare, plan and promote feedback that can be adopted for future marketing collateral

Course Director

Digital Marketing Director and Planner for web based marketing and communication company Social Tailor. Colin has been working in digital marketing and advertising since 2001. In 2005 he worked on Myspace pages for EMI and Universal Records. 

Colin created a world first in social media by developing a social network that alleviated traffic congestion and in 2008 went on to develop Facebook applications for Trip Advisor.  In 2009 he spent time in Las Vegas with Zappos.com, he developed a Twitter tool called Tweetabits: the location based, lead generator for business. Since 2010 Colin has been delivering social media strategy, content planning and advertising as well as providing ‘War Room’ project management for incidents on social media.


Colin is respected within the business community and so when the opportunity arose for me to attend his social media training series, I jumped at the chance and was not disappointed.   Through real world examples Colin demonstrated effective ways businesses and organisations are using social media and how effective preparation and management are key to their success. Review of our own social media channels allowed the group to discuss opportunities available to improve our online presence.  I came away from these workshops having filled the gaps in my knowledge and begun to build a strong strategy for myself and my business.  Professional, experienced and knowledgeable.
Julie Ellam, Marketing & Events Manager, The Melting Pot Ltd

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
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