[Online Training] What can you do when customers complain on social media? 如何应对社交媒体上出现的负面评价

This training is conducted in Chinese. 本次课程用中文授课。

Introduction 课程背景

The feedbacks from the enterprise effect customers' behavior. Enterprises and customers are a pair of communication subjects and interact with each other. The output of each party will directly affect the reaction of the other one. 

Nowadays, ineffective customer communication will directly lead to complaints online. As more online platforms provide dedicated release channels, "online customer complaints" increasingly affects the reputation of companies, which may indirectly or directly affect the sales income. At the same time, the accumulation of negative content will also attract the attention of the media and other competitors, and there is a danger of fermenting into a huge public opinion risk.

In this training, we will discuss the behavior of customer complaints on social media, hoping to provide some ideas and methods for companies.

我们发现企业的反馈对用户的心理和行为有引导作用。企业和用户是一对沟通主体，互相作用。每一方的输出会直接影响对方的反馈。

在社交媒体蓬勃发展的今天，无效的用户沟通直接会引发用户在社交媒体上的吐槽。随着更多网络平台为用户维权提供专门的发布渠道时，“网上的用户投诉”已经越来越多影响到企业声誉，进而间接或直接影响企业的销售。同时，用户吐槽的负面内容的积累，也会引起媒体和其他人的关注，存在发酵成巨大舆情风险的隐患。

本节课，将专门讨论社交媒体上的用户投诉这一行为，希望能够为企业提供一些应对思路和方法。

Course Outline 课程纲要

Section 1: Analysis of consumers' feedbacks on the case of 'alive ants found in instant noodles' ｜ 第一节：从“白象方便面发现活蚂蚁”一事，分析消费者的反馈。

Section 2: What kind of users' rights protection content will cause mass public opinion? ｜ 第二节：什么样的用户维权内容会引发大规模舆情？

Section 3: Data analysis of social media user complaints ｜ 第三节：社交媒体用户投诉的数据分析

Section 4: Psychological analysis of users posting on social media ｜ 第四节：社交媒体上发布维权帖的用户心理分析

Section 5: Why are users feeling angry? (A psychological analysis of user advocacy) ｜ 第五节：用户到底为什么在生气？（用户维权的心理分析）

Section 6: How do companies provoke users step by step? ｜ 第六节：企业是如何一步步激怒用户的？

Section 7: The best way to soothe users and avoid escalation ｜ 第七节：最佳方法是抚慰用户情绪，避免升级

Section 8: How to improve the effectiveness of user communication and avoid emotional escalation? ｜ 第八节：如何改善用户沟通效果，避免情绪升级？

Section 9: Case study ｜ 第九节：实战案例解析

讲师 Trainer

 

 

 

 

 

 

 

Ulan Tuya 乌兰图雅

Ulan Tuya has over 17 years of working experience in International PR agencies. She helps multinational enterprises to enter the China market, building their brand and making them known to the Chinese public. These enterprises include Emerson Electric, Mercedes-Benz, Caterpillar Inc. as well as Sony, NBA etc. She’s also been working with Alibaba, Bank of Beijing, Minsheng Wealth and other local enterprises to grow by empowering them with the brand awareness and cutting-edge digital marketing techniques, so that they can occupy the market quickly. She is the career mentor of National School of Development, Peking University and is the guest lecturer of School of Management, Tsinghua University and Guanghua School of Management, Peking University.

入行公关17年，她坚持耕耘于公关、营销、品牌建设等专业领域，先后服务于中外企业客户，从世界500强企业到国内初创企业，客户遍及全球各个国家和地区。在国内，通过建立公关和品牌意识，利用前沿的市场营销及数字营销技巧，她致力于帮助更多的本土企业快速建立品牌打开市场。她服务过众多各行业的领军型企业，包括：世界500强企业卡特彼勒、艾默生电气、百事公司，顶级皮草认证机构哥本哈根皮草、全球顶级篮球联赛NBA、著名汽车品牌奔驰等等。

 

Registration 课程报名

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