Module 12 · Level 2 · Practitioner

Community Management

Replying at scale, moderation, UGC and social-first customer care — the craft of keeping people around.

6 lessons · about 0.9 hours

Overview · 1:09 · captions on
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The reply is the job. Module 12 is the craft of keeping people around.

Comments, DMs, complaints, trolls, the customer who made a video about you. How you handle all of that is what a community is. This module gives you a system for it, at any scale.

Lesson 1 is why replying well and fast is a growth tactic, with a triage system. Lesson 2 is house rules and moderation. Lesson 3 tells complaints, critics and trolls apart. Lesson 4 is user-generated content: sourcing it, and reposting it with permission. Lesson 5 is DMs as a service channel. And lesson 6 is WhatsApp Business, care where UK customers already are.

Take WhatsApp broadcast lists. There's a cap on recipients, and a condition on who receives them. Both are on screen now, with the date we last checked them. Every spec in this module is verified weekly.

By the end, you can triage a busy inbox, tell a critic from a troll and answer each properly, and run WhatsApp as a care channel.

6 lessons. About 50 minutes. Level 2, module 12. Start with The Reply Is the Job: Strategy and Speed.

What’s inside

  1. 01
    The Reply Is the Job: Strategy and Speed

    Why replying well and quickly is a growth tactic, and a triage system for handling comments at any scale. · 9 min

  2. 02
    House Rules and Moderation

    Set community guidelines, use each platform's moderation tools, and know when to hide, delete, ban — or leave well alone. · 8 min

  3. 03
    Complaints, Critics and Trolls: Telling Them Apart

    A response playbook for genuine complaints, a decision test for critics vs trolls, and how to stay calm in public. · 9 min

  4. 04
    User-Generated Content: Sourcing and Reposting Etiquette

    Encourage customers to create content about you, and repost it with permission, credit and legal common sense. · 8 min

  5. 05
    DMs: Social-First Customer Care

    Run your inbox like a service channel — response standards, saved replies, automation that helps, and the handoffs that protect customers. · 8 min

  6. 06
    WhatsApp Business: Care Where Your Customers Already Are

    Use WhatsApp Business — catalogues, quick replies, broadcasts, Status and Channels — for high-trust UK customer care. · 9 min

Where this sits on your path depends on your assessment. Some people skip this module outright; others start here. The free placement assessment decides — and the first lesson of every module is free to read. Find your level →

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