Prepared By : Ahmed Refaat
Regional Trainer, Consultant, and Speaker
Saudi Arabia / Egypt / Morocco / United Arab Emirates / Sudan / Lebanon / Turkey / Qatar/ Kuwait / Oman
Saudi Mobile +966 567 564 518
WhatsApp / Egyptian Mobile +2 0100 199 7405
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
-
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 Trust?
-
The Benefits of Trust
-
Behaviors that Rebuild Trust
-
What Is Conflict?
-
Causes of Conflict on social media
-
Crisis and Issue Management on social media
-
How to Deal With Negative Comments on
Social Media
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
-
Know where your customers are
-
Develop a brand and manage reputation online
-
Companies Main Goals & Favor
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
-
Trends of Online Customers Care in 2020
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
6. Languages:
· English /Arabic
7. Duration:
· 3 Days
8. Reference:
Some photos of my courses in 11 Countries
Some photos of my courses in 11 Countries
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