Nasr City, Cairo
73 Mostafa El-Nahas St.,

Digital Customer Service

Digital Customer Service

=> Course objectives:

Upon completion of the program, you'll be able to :

  • Optimizing social media to increase our customers’ satisfaction.
  • Dealing with Negative comments professionally
  • Build a brand and manage online communities.
  • How to communicate and serve customers effectively through social media
  • Best practice to develop a customer-focused attitude
  • Develop and maintain a positive and helping attitude
  • Manage difficult situations and conflict on social media
  • How to display the service professionally to your online customer

 => Course Agenda:

  • Day one:
    • Introduction to Online customer service and its concept.
    • Difference between Online / Offline Customer Service.
    • Importance of social media customer service
    • Customers’ expectations of 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 Two:
    • Using the “ # “ Hashtags 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 Three:
    • Customer Relationship Management (Online on SM).
    • The professional Scenarios For online Respond
    • Elements of the electronic communication process
    • Total Volume
    • Resolution Rate
    • Average Time for Resolution
    • Social media Listening
    • Online Reputation Management ( ORM )
    • Trends of Online Customers Care in 2018

 =>Who Should Attend :

  • Customer Services Department
  • Senior & Junior Sales
  • Call Center Agents
  • Senior & Junior Marketers
  • Social Media Executives
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