Course Category: Social Media

  • How To Deliver Outstanding Customer Service On Social Media
  • Managing Online Customer Service With An Internal Team
  • Handling Complaints & Negative Comments on Social Media
  • How To Avoid Potential PR Disasters Via Social Media
  • Strategies For Effectively Managing Large Volumes Of Customer Enquiries
  • Good & Not So Good Examples Customer Service on Social Media

Why Choose SocialB?

Course Programme

Course Programme

Strategy

- Why customer service is so important on social media?
- What are your customer service objectives?
- Be prepared – identify who and where your customers are

Creative

- Social media basics – profiles, bios, photos, keywords
- Brand consistency and brand tone voice
- Be accessible – let customers know when you are available

Reputation Management

- How do customers view your brand and brand perception?
- Dealing with negative comments the right way
- How to approach customer service on Twitter and Facebook
- Taking any potential complaints off of public social media platforms ASAP to private message, email or phone call.
- Case studies of both good and bad customer service
- How to deal with a PR crisis on social media
- Legal implications and importance of Social Media Policy

Measurement

- Monitor complaints for recurring issues and solve these to avoid future problems
- The best tools to manage negative communication

All attendees receive a digital certificate, a digital copy of the course material and three months post course support.

Our Recent Training Clients

Make It York
University of Cambridge
Institute of Food Research
Royal College of Art
TheGreatRunCompany
British Airways

Client Testimonials

"The Social Media training has proved to be excellent for us. The training has allowed us to know when to respond on the page as well as when to take things off-line in order to control the narrative. The training has also allowed my guys to understand how to control conversations in order to achieve great customer service."
Danny Axon, Customer Support Manager at Texecom
"Excellent course, very well targeted to participants. Good interactive content and discussions."
Institute of Food Research

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Introducing our FREE 2026 Social Media Content Calendar & Planner!

This isn’t just a static PDF. It’s a powerful, live Google Sheets document designed to be your collaborative command centre for the entire year.

Here’s what you get inside:

✅ A Fully-Editable Google Sheets Template: Duplicate it, edit it, and make it yours. Plan by week, month, or quarter—it adapts to your workflow.

✅ Integrated Post Planning Columns: Log the Platform, Date, Visual Idea/Link, and Caption Copy for every single post—all in one, searchable place. No more switching between a dozen tabs.

✅ The 2026 Social Media Holidays – Pre-Loaded! We’ve done the research for you. Key awareness days, seasonal events, and fun hashtag holidays are already plotted in to spark your creativity and help you ride the trend wave.

✅ A Clear, Visual Roadmap: See your content mix at a glance, ensure you’re balancing promotional and value-driven posts, and never miss an important date again.

This free tool is perfect for:

  • Solopreneurs who need structure without the complexity.
  • Marketing Managers who want a simple, shareable system for their team or clients.
  • Small Business Owners looking to finally get ahead of their content strategy.

Stop stressing and start strategising.

👉 Fill in the form to download your FREE 2026 Social Media Calendar:

How to use it in 3 easy steps:

  1. Click the link and make a copy to your own Google Drive.
  2. Customise it. Add your brand’s campaigns, product launches, and big events alongside the pre-loaded holidays.
  3. Share & collaborate. Grant access to your team or freelancer and plan together in real-time!

Download Now

Any questions?
Send us a message

Or get in touch:
Tel +441223 258000
Email info@socialb.co.uk