Table of Contents

1. Tutorial Video
2. Reading Materials
• ‘How to deliver outstanding customer service with social media webpage from the Social Media Examiner website.
• ’38 tips for social media etiquette for business’ webpage from the Jeff Bullas website.
• ‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc.
• ‘Five Star Service: How to Deliver Exceptional Customer Service’ by Michael Heppell, published by Pearson Educational.
• ‘7 reasons you need to be using social media as your customer service portal’ from the Forbes website.
3. Presentation
4. Good Practice Example
• Click to watch this video called ‘The impact of social media on customer service’, produced by HubShout. It looks at how social media has changed the expectations of customers in terms of customer service satisfaction. Click to watch this video called ‘Social media as a customer service tool’, produced by Koozai.
• Click to watch this video called ‘The impact of social media on customer service’, produced by HubShout. It looks at how social media has changed the expectations of customers in terms of customer service satisfaction. Click to watch this video called ‘Social media as a customer service tool’, produced by Koozai.
5. Interactive Quiz
6. Evidence Opportunities
7. Extended Learning
• Click on the link to read the ‘Social media marketing’ webpage on the Start-up Donut website.
• Find and read: Part one ‘An introduction to customer care’ in ‘Customer care excellence: How to create an effective focus’ by Sarah Cook, published by Kogan Page, 2010. N.B. You should be able to borrow this book from your local library.
• Find and read: Chapter one ‘Social media and customer engagement’ and chapter three ‘Social customer experience management’ in ‘Social customer experience: Engage and retain customers through social media’ by Dave Evans and Joe Cothrel, published by John Wiley and Sons, 2014. N.B. You should be able to borrow this book from your local library.
• Search on the internet for information about the Consumer Rights Act 2015.
8. Think And Challenge
• Click on the link to read ‘How four major companies revitalized their brands by being great to their customers on social media’.
• • In your opinion, which of the companies mentioned have the best customer service focus on social media?
  • How could you use social media to engage your customers in a positive way following a ‘social media disaster’, similar to that of Domino’s?
• It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.