PRmoment Leaders PA Mediapoint PA Assignments PRCA PRmoment Awards Winners North Creative Moment Awards 2024 PR Masterclass: AI in PR

Social Media Customer Care Seminar

Location: CIPR, 52-53, Russell Square, London, WC1B 4HP
Organiser: PRmoment and Diffusion PR
Price: FREE

Why Attend:

Social Customer Service has emerged as an important new frontier shaping how the public perceive a brand. The quality of care received has the potential to turn a consumer into a powerful advocate or a vocal detractor. In a world where social media channels have now become the first, rather than last, point of call for consumers with queries and complaints, the teams that respond to them need to be your most effective brand advocates. 

With practical advice from industry experts, we will discuss how to best structure, monitor and evaluate an industry leading social customer care team.  As well as looking at technology and processes, we will examine the equally important need for customer service teams to be able to convey your organisations values and your brand’s tone of voice.   

Join us to hear the first hand experiences and advice from experts at Telefonica, London Midland, Diffusion and Santander, on one of the defining challenges facing marketers and communication professionals in 2015. 

Please see the full programme below.

Due to high demand, we have to limit the number of tickets per organisation to three. Please note this seminar is part of our series of events for in-house communicators only.  If agency delegates register I'm afraid we will have to cancel your ticket - sorry!

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The address for this seminar is: CIPR, 52-53, Russell Square, London, WC1B 4HP

If you have problems booking this conference, or require further information, please email


5.30pm Registration and informal networking
5.50pm Chairpersons Introduction – Ben Smith, Founder, PRmoment

How to manage social care in real time, where customers are constantly on the move

How social media transformed London Midland’s customer services function
Francis Thomas, Head of Corporate Affairs, London Midland

•    How social media has revolutionised customer services
•    How the customer services function worked before social and how it works now
•    How London Midland has improved it's customer service process
•    Why a two strand strategy for customers and stakeholders is important
•    The importance of early engagement and how to resource a successful customer services team


How social media customer care is reshaping business & brand
Tom Malcolm, Director, Social Customer Care Lead, Diffusion

•    How to best structure and train teams on social media customer service
•    The role PR has to play in translating brand messages across an organisation
•    The dangers of your brand vision not meeting reality on social media
•    The importance of developing a meaningful tone of voice for customer care


How to implement a social care strategy in an industry of heavy regulation and compliance

How Santander manages its customer services proposition
Andy Smith, Head of Media Relations, Santander

•    The importance of having an integrated online and offline approach
•    The difficulties of managing confidential information in social channels
•    Creating a customer centric approach
•    The importance of technology

7.00pm The importance of social care in building brand loyalty in a service based industry

O2’s approach to social customer services
Paul Hughes, Head of Social Engagement, Telefonica

•    The importance of speed in customer services
•    When to be humorous and when to be serious
•    Linking Twitter conversations to account information in real time, ensuring confidentiality
•    Integrating your customer services approach to your brand values

7.20pm Closing Q&A  
7.30pm Closing remarks by Ben Smith, Founder, PRmoment
7.35pm  Informal networking, drinks and canapes and will be served.
8.30pm  Close of seminar

This event is produced in partnership with Diffusion PR. Neither PRmoment nor Diffusion PR will share delegate details with any other third parties.