[IN DEVELOPMENT] This course examines the vital role social media plays in a customer service environment and its integration with other digital channels like chat and email. Agents will learn the unique dynamics of social media interactions and how to manage them effectively. The curriculum covers strategies for responding to social media posts in a timely, professional, and engaging manner, while maintaining brand consistency in a public forum. Attendees will explore techniques for handling both positive and negative feedback, crisis management, and fostering customer relationships through social platforms. By the end of the course, participants will be equipped to enhance customer satisfaction and loyalty through effective social media engagement.