Social Media: Training, Preparation and Implementation Plan

Name: Training, Preparation and Implementation Plan

Purpose:  Design, develop and implement social media training among your customer response team to understand how conversation feeds will work within your customer service application (if applicable, which conversations will elicit a response, key message for responding, conversations requiring escalation, etc.)

This program will include things such as:

• Design and development of training specific to your business and your industry
• Content planning and management process
  • - Agreement on what conversations will elicit a response
  • - Key messages for responses
  • - What conversations should be escalated
• How to use and engage in social media
  • - The “basics” of establishing profiles and managing them
  • - Using the media to engage – NOT sell
• Delivery of training to your team, on-site
• Follow-up training as needed

Intended Results: Create a process by which customer service representatives can follow and respond to conversations with confidence that it is in alignment with the company’s overall brand plan and key communications messages.

Structure: Development of training plan and delivery of on-site training to key personnel.  Number of sessions and locations to be determine by client.