1. Customer Service in a Virtual World
Social Media Care…
Customer Service in a Virtual World
30 sec intro to Conscious

2. It is NOT about selling or making money…
Social Media is to share information, images, videos, sounds and content in a digital format. But most importantly it is about being SOCIAL!
30 sec intro to Conscious

6. Just How Big is Social Media?
Social Media Revolution (get the link up and show it)
Talk about the speed of change

7. Social Media Comparison

8. The 3 Basics
The 3 basics a firm must have

9. An up to date social media policy
Work out a policy: An employer should set out in writing what it regards as acceptable behaviour in the use of social media at work and what is unacceptable. It should also give clear guidelines for employees on what they can and cannot say about the organisation.
Draw a line between private and work lives:
An employer should be clear throughout its policy in making a distinction between business and private use of social media. If it allows limited private use in the workplace, or in any way connected with the organisation, it should be clear what this actually means in practice.
Advantages:
The benefits of a policy can include helping:
the employer to protect itself against liability for the actions of its workers; 
line managers to manage performance effectively.
Be ready to adapt:
What should the social media policy cover?
Network security: To avoid viruses, most organisations will have controls on the downloading of software. Technical security features, such as firewalls, will usually be managed by the IT department.
Acceptable behaviour and use of:
Internet and s: If personal use is allowed, state the boundaries.
Smart phones and hand-held computers: Employers need to regularly review and update their policies to cover the new and evolving ways for accessing social media, and to reflect changing employee behaviour and attitudes about their use.
Social networking sites: Remind employees to regularly check the privacy settings on their social networking profiles, as they can change. Further, an employer should cross-reference its social media policy to its bullying and harassment policy.
Blogging and tweeting: Data protection and monitoring:
Business objectives:
Disciplinary procedures:
The organisation's 'intellectual property
How to communicate your social media policy
Consult:
Use social media: A high proportion of employees do not know if their employer has a policy on internet use. Technology is evolving so quickly that many policies soon become out-of-date, so they need to be reviewed regularly. Social media channels can be an effective way for an employer to raise awareness of its policy and any changes.

10. Clear and concise procedure for positive and negative reviews

11. Speed stuns, this is your reputation dont leave it too long

12. Follow the 3 key rules

13. Monitor your social media

14. Acknowledge their complaint in under 24 hours sooner if possible

15. ONE DOES NOT SIMPLY ARGUE… OVER THE INTERNET!
Prepare a response for negative reviews - do not argue

16. Timing is everything the sooner you respond to a negative or positive comment the better the response from the individual
Never argue online, you will lose. Instead acknowledge the issue, take the issue offline, re-post a positive outcome if there is one.

17. MISSION ACCOMPLISHED
Make sure you complete the circle, if the situation is resolved respond on the original review

18. The right tools to use

19. Hoot Suite – free for up to 2 social media platforms
Sprout Social
Social Mention
Tweet Reach
All offer some kind of a free trial

20. What is a Chatbot? What Is A Chatbot?
A chatbot is a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.

23. Top 6 Social Media Care Tips
Don’t argue on Social Media
Respond to all reviews within 24 hours
Review your Social Media Policy
Follow the 3 key rules
Don’t try to sell…social first…selling second
Create value in your content