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 2021
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 ?
Day5:
-
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?
- Trends of Customers Care in 2021
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:
· 6 Days
8. Reference:
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.
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