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Boosted online lead generation for Angel One by 3x with a 2-day training program designed to embrace & exploit the power of social media.
Angel One Limited (Angel Broking Limited)
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Online Reputation Management (ORM)
Course Description
Our Online Reputation Management Program helps you to master the art of managing and enhancing your brand’s online reputation.
This training course offers a blend of theory, hands-on exercises, and industry case studies.
Gain skills in effective customer communication via social media platforms, handling queries, and utilizing social listening tools to monitor and manage online interactions and complaints.
Elevate your brand’s online presence and customer satisfaction through strategic reputation management.
Audience
Ad Sales
Leadership
Brand Manager
Marketing Head
VP Marketing
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Key Take Aways
- Learn strategies and techniques to manage and enhance your brand’s online reputation.
- Acquire skills in monitoring and managing customer interactions and complaints online.
- Safeguard your brand’s online reputation and strengthen its presence in the digital landscape.
Broad Agenda
Introduction to Customer service through Social Media
- How the customer service landscape has changed
- Importance of Customer service through Social Media
- What are your customer service objectives?
- Be prepared – identify who and where your customers are.
- 7 Steps to deliver great customer service through Social Media.
- The Do’s and Don’ts of Social Media Customer Service
- Best Practices for Social Media Customer Service Representatives managing
Understanding Social Media platforms and setting up a customer service process internally
- Setting up a command centre to centralize responses for internal team members
- Difference between monitoring and engagement
- How to create a process for responding to customers
- How language on each social media platform is different
- How to respond to customers using various platforms
- The customer service team’s role in social media
Defining Communication protocols for effective customer service through Social Media platforms
- Defining brand language and tonality for response
- Setting up a standard response for regular queries (making a playbook)
- How to define a specific turnaround time for each query and escalation
- Setting up an escalation matrix for different types of queries
- While responding to not-so-regular queries how to write an appropriate response
- Strategies to mitigate an irate customer
- Objection handling on Social Media Platforms
- case studies with examples of how other brands deal with customers and have prepared a first-level response
- Path from irate customer to customer delight and how to go about it
Response management
- Understanding the customer’s point of view of your brand and brand perception?
- How to deal with negative comments and irate customers who spam on multiple platforms
- How to approach customer service on Twitter, Facebook, Instagram, Consumer forums online
- Mitigating potential complaints off of public social media platforms ASAP to private messages, email or phone call.
- Language, tonality and response training
- How to deal with a PR crisis on social media
- Path to customer delight
Case studies and exercise Online reputation management
- Improving communications
- Simulated case study
- Getting response from team and tips on improving them in real time
- Role plays
- Example of how global brands manage ORM
- Best practice in ORM
Monitoring and setting up KPIs for Customer service through Social media
- Understanding Social media dashboard through social listening tools
- Monitoring brand Share of Voice
- Understanding sentiment analysis and how to improve online sentiment month on month
- Example and case studies
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Jaydip Sikdar
Marketing Lead, Adobe
We had shared a very specific brief for the training, which was more focused on functional knowledge & productivity tracking as against the usual basic concepts of Digital Marketing. I must tell you, your team along with your trainer Zain did a fabulous job of keeping the content relevant & engaging. Spot on I must say !! Our core team has min 10 years or more of relevant industry experience, but Zain with his content was able to leave our team with a fabulous refresher along with a few value additions. I think this training will help our team regroup & align for the rest of this financial year, to try and create new benchmarks of digital business within Piramal Realty. I thank you and your entire team.
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