An Education Needs Assessment of CARIFORUM Firms

2. 3. 4.

LinkedIn – B2B Networking

YouTube -Advertising Opportunities Pinterest – Reaching the DIY Customers

Part II - The Principles of Content Writing for Social Media 1. Using Twitter effectively for business marketing 2. Choosing the best Photo for Instagram 3. Creating and Designing a Google+ Business Page Part III - Customer Advocacy and Storytelling By the end of this course, participants should be able to: • Understand the variety of social media tools available for business • Understand the importance of following online conversations with clients and customer service representatives • Critically analyse and report the data on the various social media. This will be an interactive online course combining lectures and guest presentations. It will be delivered by means of daily lectures (2 hours per day) for two (2) weeks. Required Readings: Bolton, Syd. Mastering Social Media: A Step-by-Step Guide to Putting Your Business Online Kane, Brendan. One Million Followers: How I Built A Massive Social Following in 30 Days. Recommended Readings:

Learning Outcomes

Teaching Methodology

Teaching/Learning Resources (including Recommended Readings)

Online Resources: https://blog.hootsuite.com/social-media-training/

The Importance of Communication for Effective Customer Service

Item

Description

Course Title

THE IMPORTANCE OF COMMUNICATION FOR EFFECTIVE CUSTOMER SERVICE

Course Code

INTRXXX Short Course

Level

Duration

2 weeks 36 hours

Course Load

Course Description/Rationale

This course aims to introduce participants to the importance of communication (included in crises) as a key tool to help business operations develop, maintain and inspire customer confidence. With the plethora of permanently accessible online customer reviews, the internet is replete of businesses that have suffered from ineffective crisis communication. The following topics, concepts or issues will be discussed in the course as follows: Part 1 – Principles of Effective Communication and Response a. Understanding the decision criteria b. What drives Customer trust in the business? c. Agility – Preventing Reputational Harm

Course Content

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