Social media responses and brand voice
Respond to public comments in your brand's voice: acknowledge, move details to private channels, and never argue or buy silence.
- Level
- Beginner
- Length
- About 30 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Choose a reply that fits the brand voice
- Decide which comments to reply to, escalate or leave
- Move account-specific details to a private channel
- Know when to involve support, legal or management
Course outline
- 1.Social media responses and brand voiceVideo · 2 min
- 2.Calm, human, helpful, in publicLesson · 14 min
- 3.Writing a brand voice guide people can useLesson · 14 min
- 4.Privacy and escalation in public repliesLesson · 13 min
- 5.Social media responses and brand voice: knowledge checkKnowledge check · 16 questions
- 6.A complaint going viralScenario
- 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- General marketing practice: planning, measurement and brand consistency
- General customer-service and support practice (listening, de-escalation, ownership)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.