Digital Customer Experience & Social Media Service

Teacher

Alverton Global

Learning Methodology

Live simulations of digital service conversations
Social media response drills and review
Tone-matching and professionalism exercises
Digital service etiquette and crisis response scenarios
Channel-by-channel best practice analysis

Learning Outcomes

Participants will be able to:

Communicate effectively on digital platforms while maintaining brand tone
Handle public complaints on social media with professionalism
Deliver fast, clear, and human responses via chat and email
De-escalate online issues before they go viral
Create consistent service quality across all digital channels

Delivery Format

Duration: 2 days (in-person) or 3 virtual sessions
Format: Simulation-based digital skills workshop
Location: On-site or via virtual training platforms
Certificate: Issued by Alverton Global

Course Features

Lectures 15
Quiz 0
Duration 2 days
Skill level Expert
Language English
Students 9
Certificate Yes
Assessments Yes

5 Sections
15 Lessons
2 Days

Expand all sectionsCollapse all sections

Digital Service Expectations and Brand Voice
3
Professional Communication in Chat, Email, and Messaging Apps
3
Managing Social Media Interactions and Online Complaints
3
Tools, Etiquette, and Multi-Channel Management
3
Simulation: Real-Time Response and Service Consistency
3

Do I need experience in social media to join?

No. The course is beginner-friendly and builds step-by-step digital skills.

Is the course focused on public or private sector needs?

It applies to both. Examples can be customized to suit either context.

Will I learn how to handle viral complaints?

Yes. Crisis handling and public comment responses are covered.

Are AI-powered chatbots part of this course?

Only briefly. This course focuses on human-led digital service. AI tools can be added in a separate advanced module.

Is a certificate provided?

Yes, from Alverton Global.

Requirements

Basic digital literacy
Familiarity with using email, chat, or social platforms in a work setting

Features

Covers all major digital service platforms
Includes social media crisis management techniques
Practical simulations and templates
Strengthens digital brand professionalism
Certified by Alverton Global

Target audiences

Customer service agents on digital platforms
Social media response teams
Help desk and live chat staff
Communication officers and digital CX teams in government or private sector

How to Register and Attend

Select the option that best fits your training needs—individual, group, online, or in-house.

Complete a short form with your personal and organizational details. Once submitted, you’ll receive your official invitation letter and invoice.

Group registrations enjoy special discounts—ideal for teams and departments.

One of our consultants will also contact you via email or phone to guide you through the next steps.

Attend our workshops in Nairobi, Kigali, Dubai, Johannesburg, Lagos, or New York—choose your most convenient city.