Digital Customer Service

Prepared By : Ahmed Refaat
Regional Trainer, Consultant, and Speaker
Saudi Arabia / Egypt / Morocco / United Arab Emirates / Sudan / Lebanon / Turkey / Qatar/ Kuwait / Oman
WhatsApp / Egyptian Mobile +2 0100 199 7405
Digital Customer Service & Experience 2021

1. Overview:

Customer satisfaction is the main target for all companies all over the world, Specially Online. It’s the main engine of supporting the Business success of any organization and has a great impact on their Online Reputation.


2. Learning Objectives:
Upon completion of program, you'll be able to :

o   Optimizing the social media to increase our customers’ satisfaction.

o   Dealing with the Negative comments professionally

o   Build a brand and manage online communities.

o   How to communicate and serve customers effectively through social media

o   Best practice to develop a customer-focused attitude

o   Develop and maintain a positive and helping attitude

o   Manage difficult situations and conflict on social media

o   How to display the service professionally to your online customer

3. Course  Content

Day 1:

-         Introduction to Online customer service and its concept.

-         Difference between Online / Offline Customer Service.

-         Importance of social media customer service

-         Customers’ expectations on the online world

-         The main Social Media Platforms that Customers Use

-         Late response is no response

-         Know when to enter the Conversation

-         Know when to take the conversation Offline

-         Listen to what your customer has to say

-         What Is e-Trust?

-         360 degree of Digital Customer Service

-         Causes of Conflict on social media

-         Crisis and Issue Management on social media

-         How to Deal With Negative Comments

Day 2:

-         Using the “ # “ Hastags and “ @” Mentions Professionally

-         Understand the Culture of every Social Media Platform

-         Case Studies from Regional / International Companies

-         How to understand and analyses the Customer needs online

-         How to convert the Customer Complains / Suggestions / Inquiries

-         Develop social media customer service that aligns with business objectives

-         Best Software to Manage your Digital Customer Service presence

-         Develop a brand and manage reputation online

-         Controlling Customer Complains on Website / Forums / Blogs / E-mail

Day 3:

-         Customer Relationship Management (Online on SM).

-         The professional Scenarios For online Respond

-         Elements of electronic communication process

-         Total Volume

-         Resolution Rate

-         Average Time for Resolution

-         Social media Listening

-         Online Reputation Management ( ORM )

-         Trends of Online Customers Care in 2023

Day 4:

- Introduction to customer service and its concept.

- The role of the man in the customer service organization.

- Increase your awareness of problem solving steps and problem-solving tools

- Distinguish root causes from symptoms to identify the right solution for the right problem

- Improve your problem solving and decision making skills through identifying your own problem-solving style

- Improve your ability to participate in and communicate about a collaborative problem-solving process

- Recognize the top ten rules of good decision-making

- Goals of customer care.

- What are the main advantages and disadvantages of the customer care ?


            - Customer Relationship Management (hardcopy - electronically).

- Types of customers.

- Develop professional service attitude

- Recognize that service delivery is an individual response value

- Identify the different types of customers

- Discuss & Explain Customer Complaints

- Smartly apply techniques to control customer service interaction

- Demonstrate a customer service Mindset

- Define the key characteristics that underlie difficult behaviors

- How to deal with the types and patterns of different customers in practice.

- Base 80 \ 20 and customer segmentation. 

Day 6:

- Digital Customer Service

- How do you evaluate services compared to competitors?

- Identify communication in high performing teams

- Recognize the communication in teams vs communication as teams concept

- Implement the Flow model of working in teams

- Practice team collaboration and keep assessing your own performance

- What are the types of customer service globally?

- Improve Customer Success Via CX ( Customer Expereince )

- Trends of Customers Care in 2023

4. Methodology:
The course is geared towards Customer Care by using participatory approaches as much as possible. A variety of methodologies will be used, including presentation, discussions, group work, video discussions, question and answers, practical sessions (hands-on practice), and simulations.


5. Who Should Attend?

·       Customer Services Department

·       Senior & Junior Sales

·       Call Center Agents

·       Senior & Junior Marketers

·       Social Media Executives


6. Languages:

·       English

·       Arabic


7. Duration:

·      5 Days

8. Reference:


  1. According to Coursework Writing Services experts, the growing popularity of online businesses around the world is no longer hidden from anyone. Your course looks much valuable in this regard.

  2. In my opinion that one man or woman can not deal with all customers easily, Yeh it will be digital customer service and also AI robot but it is good if we using AI in our society.
    Dissertation Writers UK

  3. The best benefits for digital marketing is that the selected and targeted user can easily access you in a cost affective and measurable way but who cares for business fellows its Christmas have some shopping berrylook coupon

  4. This comment has been removed by the author.

  5. PG accreditation measure is viewed as one of the hardest suggesting plans. In any case, for genuine up-and-comers we have made it astoundingly reasonable. We don't fill in as go between or a head rather we give you complete data that you urgent for smooth interest measure. Right when you select school and part of your decision. For Complete Details and Admission Guidance.
    If its dull to you call-9696959586

  6. Well Thanks For Posting Such An Outstanding Idea. I Like This Blog & I Like The Topic And Thinking Of Making It Right. Yemen News Gazette

  7. Very informative article about Digital Marketing . Thank you so much to share. Keep it up. Spain covid-19 cases

  8. its is very inspiring article .I loved your article which fulfill all accounting service needed

    Thanks for sharing us .you can also benefit my quickbooks customer service number

  9. SBCGlobal eMail Help Support Number … Call AT&T email support at +1-(830) 645 0011 for SBCGlobal and AT&T eMail password reset, eMail login problems, or issues. Learn how to put up and manage your eMail account. Find help for other eMail services.

  10. "Hey,

    Thanks for sharing such helpful content. I have added new kit in my knowledge dictionary.

    Though you explained about This Topic ,could you please help us to know what is the next Topic?

    I am eager to know Dr.tariq khan

  11. Hey. All the posts are very informative for the people who visit this site. Good work. We also have a Blog.

    Please feel free to visit our site.
    Best printer Blogs

    Thank You

  12. Thank you for this

  13. How to display the service professionally to your online customer

  14. Shapoorji Skyraa project is luxury amenities 3/4BHK offering an apartment and best of lush green cover provided taking area a famous conscious. Shapoorji Pallonji Skyraa project mostly has been taken to ensure there is sufficient space all luxury the place. Brands up every morning to mesmerizing and breathtaking views size of 1335 from your balcony. Shapoorji Skyraa amenities grade materials and quality latest featured looking mostly are important. Shapoorji Skyraa property lowest most projects in Mumbai. Shapoorji best price 2.44 cr thane costs of living Shapoorji Pallonji Skyraa project search offers 3 BHK & 4 BHK offering
    For More Information calls us: - 022 48934298
    Visit: -

  15. I really appreciate your post and find it to be quite informative. Please keep up the good work on your website. By the way, check this website if you're looking for the best bachelors dissertation help service. I thought you ought to be aware of it because I always use it to help with my studies.