Social Media is changing the customer service discipline in many ways. We are now seeing the emergence of Certification courses to ensure customer service personnel have the right skills to engage in Social Media activities on behalf of their organization.
WOMMA (Word of Mouth Marketing Association) has teamed up with Society of Consumer Affairs Professionals (SOCAP International) to offer a certificate in WOM-COMM Social Customer Care.
I am sure this is just one of many examples of groups that will offer this kind of education to business, non profit and government organizations, going forward.
Here’s a quote on why you might like to attend
‘The Internet’s increasingly social nature combined with the ability to track online conversations now allows brands tremendous opportunity in leveraging social media to build brand loyalty, resolve service issues, engage directly with customers, and gather customer feedback. The customer care function is also becoming more important to online engagement. More importantly, customers want brands to participate!’
There is an implied assumption that the organizations has a strategy to deal with social media. While a course like this can be valuable for general skills, for large organizations, it should be customized to the strategy and policies set by senior management . For small and medium sized businesses who cannot afford customization, a follow on communication (document, class, seminar) should be prepared for those who attended to learn the organization’s social media policies.
Since social customer care is quite new, the policies and strategies set by an organization will need to be adjusted from time to time based on feedback from front line personnel. This implies that there needs to be a feedback loop from customer service personnel to senior management on what issues are surfacing from social media engagements.
If your organization is not sure what your strategies should be, this course might benefit you in the planning stage.
Check out the course information here.
Please note: I have no affiliate relationship with the WOM-COMM Social Customer Care program or either of the associations sponsoring it. This course information is provided as an example of education in the marketplace and this blog post is not a personal endorsement of the program.