Target Audience
Directors, Social Media Executives, Influencers, Digital Creators and Customer Service Officers Programme Standards
- Maximum 6 attendees - 30 days of one to one support - Handouts - Programme director/s with at least a Masters Degree in the subject - Convenient morning timings or in-house at any time for a minimum of two bookings - Can be configured to address a number of professions and industry sectors Price
EUR248 ex VAT per participant. |
Handling Negative Social Media Comments Workshop
By addressing these key topics in a workshop setting, marketing managers can gain valuable insights and practical strategies for effectively managing negative social media comments, preserving brand reputation, and turning challenges into opportunities for growth and engagement. Topics Covered
1. Understanding the Impact of Negative Social Media Comments: - Recognizing the importance of addressing negative comments promptly and effectively to mitigate potential damage to brand reputation. - Understanding the potential reach and influence of negative social media comments on brand perception and customer trust. - Exploring case studies and examples of how mishandling negative comments can escalate into PR crises and damage brand credibility. 2. Developing a Response Strategy: - Establishing clear guidelines and protocols for responding to negative comments, including designated response times and escalation procedures. - Crafting empathetic and transparent responses that acknowledge the customer's concerns and demonstrate a commitment to addressing issues. - Tailoring responses to different types of negative comments, such as complaints, criticism, or misinformation, with appropriate messaging and tone. 3. Turning Negative Feedback into Positive Engagement: - Leveraging negative feedback as an opportunity to demonstrate brand accountability and commitment to customer satisfaction. - Implementing strategies to convert detractors into advocates through proactive resolution, personalized communication, and genuine empathy. - Encouraging constructive dialogue and engagement with disgruntled customers to uncover underlying issues and opportunities for improvement. 4. Monitoring and Managing Online Reputation: - Utilizing social media monitoring tools to track and analyze mentions, sentiment, and trends related to the brand. - Developing strategies for proactive reputation management, including brand monitoring, sentiment analysis, and crisis response planning. - Implementing measures to amplify positive sentiment and mitigate the impact of negative comments through proactive engagement, content creation, and influencer partnerships. |