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How to handle a complaint on social media - One hour live Webinar for the Australian public sector ($199 Aust)

The way the public communicate is changing so fast it’s almost incredible. It also means that the way they air their grievances about you is changing


                      11am - 12pm 27 March 2013 (Australian Eastern Standard Time)   

When people complain now, where do they go?

The internet and in particular to social media platforms like Facebook, Ttwitter and Google+.

Why? Because it’s cheaper and easier than writing a letter.  It’s quicker than phoning and it beats the hassle of dealing with a call centre.

But above all people are using social media because they are much more likely to get their voice heard. That’s because complaints can quickly escalate into public humiliation for organizations - and your service users and customers know that.

Organisations are no longer in control and things can get very messy as people talk to each other. It has never been so easy for so many people to criticize you or your organisation so publicly.

It could happen at any time to you. Will you know what to do? Probably not.

That is why we have asked one of Australia’s leading social media public relations communications agency to do a one hour live webinar.

Phil Sheard Country Manager for Australia at 33 Digital, will cover these topics in one intensive hour.

• How are people are using social media to air their grievances

• What does it mean for how organizations respond to complaints?

• How should you organize your complaints system to deal with complaints made on social media?

• How do you protect your online reputation?

• How social media can backfire on organizations and their reputations

• How do you maintain the same level of service? Does is have to be 24/7 cover or can you keep to office hours?  

 

Your presenter

Phil Sheard, Country Manager for Australia at 33 Digital, Australia's leading online public relations company.  



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