Digital Customer Service Masterclass

INTRODUCTION

Customers’ expectations have risen tremendously as a result of social media and digital platforms. They want to communicate with companies through social media, instant messaging, and chat applications, and they demand quick and effective remedies to their problems. As a result, time and effort have become the two major determinants of a brand’s capacity to offer exceptional or awful experiences. Customer loyalty must now be acquired on the new battleground of service. This is a problem for companies, but it is also a once-in-a-lifetime chance to turn customer care from an after-sales operation into a profit center. In reality, by providing exceptional experiences, firms may differentiate themselves from their competition without having to cut their costs. The goal is to integrate digital channels seamlessly while properly educating staff members, which entails managing a set of processes and disciplines known as digital customer service. Although more businesses are investing in it, the successful ones have been able to systematically measure and manage every step of this digital journey. This training will teach you how to manage this critical transition of your customer service and, ultimately, of your entire organization.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Increasing customer advocacy and loyalty
• Increasing customer service personnel productivity
• Using digital channels to reduce the average cost per interaction
• Discover the Omni-channel journey of your customers.

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Sales managers
• Business partners
• Managers
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Market analysis
• Customer orientation
• Customer service
• Customer experience
• Customer support
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others