Digital & Social Media Customer Support

Programme outline

What you will study

• Social listening and response prioritisation
• Public vs private resolution — when to take it offline
• Live chat and WhatsApp Business for customer care
• Chatbots, macros and knowledge base content
• Online reputation, reviews and crisis response
• Measuring digital service performance

What you will be able to do

• Run a social customer care queue to published SLAs
• De-escalate a public complaint without brand damage
• Build self-service content that deflects repeat contacts

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at intermediate level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.