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
Saudi Mobile +966 567 564 518
WhatsApp / Egyptian Mobile +2 0100 199 7405
digital customer service - digital customer Experience


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 2018

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 10 Countries

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