Full course explained here. http://www.masterclass.sitewire.com/ This is a peak into the two day social customer service masterclass run by Martin Hill-Wilson of Brainfood Consulting. Please get in contact for latest schedule for the open course or if you are interested in an in-house version. martin@brainfoodextra.com

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© Brainfood Consulting 2014
Planning
For
Social Customer
Service Excellence

2. Inside The Masterclass

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Aim
Develop action plans for fifteen core
competencies to use as the basis of your
social customer service strategy

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The 15 Competencies
Day One
Aligning with other customer strategies Investing in the right leadership style
Mastering social media monitoring Integrating social and existing infrastructures
Developing effective social teams Maintaining operational alignment
Analysing the right channel mix Mapping social customer journeys
Day Two
Using service knowledge effectively Gathering & using social customer data
Dealing with traffic bursts and social crises Developing the right mix of metrics
Charting a course to having the best SLAs Adapting ‘Voice of the Customer’ for social
Becoming fanatical about service failures

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Personal Learning
1. How the ecosystem for social customer
service fits together
2. The key critical success factors
3. What today’s best practice looks like
4. What’s next for social customer service

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Outputs
1. SWOT
2. Objectives and action plans
3. Prioritised roadmap

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Take Aways
1. 15 interconnected action plans
2. Copy of ‘Delivering Effective Social
Customer Service’ to finish reading
3. Access to 300+ master-class slides

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After The Masterclass
1. Turning outputs into a final strategy
2. Optional free critique for ‘final polishing’

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Learning Style
A mix of presentation, discussion,
reading and planning

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Learning Style
Each competency is first explored
through a presentation covering
examples, issues and opportunities

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Learning Style
This expands into a short group
discussion which often surfaces
further examples and operational
best practice

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Learning Style
You then read an analysis of the
relevant competency in ‘Delivering
Effective Social Customer Service’

13. People/Culture Process/Workflow Data/Technology Policy/Best Practices
I m p o r t a n c e
Q u i c k W i n s F o l l o w U p A c t i o n s
C o n s e q u e n c e s
Positive Negative
I s s u e s
S M A R T O b j e c t i v e
Specific
Measurable
Achievable
Relevant
Timeframe
Current Capability
Future Importance
Roadmap Urgency
Recruiting, Training And Managing Social Teams
We know how to recruit, train and manage social customer service teams
To have benchmarked advisor/team leader profiles, competencies and packages against top performing social brands before revising recruitment, learning
and management approaches for social customer service. These will also need integrating into the existing career paths. This needs to be achieved before the
new team is in place before xxx
Associated book material
Page 81
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Learning Style
Now you are ready to complete the
SWOT , objective and action plan
for that competency as it relates to
your own organisation

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Learning Style
Anchor insights with final discussion

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Word Of Mouth
How was it for you?

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“Really good course with
lots of food for thought”

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“We were looking for guidance on
developing a framework for
advancing our delivery social
customer service - and that's
exactly what we got!”

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“The course was well organised, the balance between
listening and interaction very good. Presentations were
clear and interesting, workshop tools were excellent”

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“I thought the book provided a great deal more depth and
was a unexpected bonus. Also the use of real life examples
really hit some of the key messages home”

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NPS
So far 100%

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Organisation Benefits
1. Happier customers
2. Reduced risk. Greater confidence
3. Increased internal clarity & collaboration
4. Alignment with other related strategies
5. A roadmap to outperform competitors