Course Overview:
This 5-day training course, provided by IRES, is designed to equip customer service professionals with the skills needed to manage customer interactions effectively through digital channels such as chat, social media, and other online platforms. In today’s digital age, providing seamless and responsive customer service across multiple channels is critical to enhancing customer satisfaction and loyalty. By the end of this course, participants will be ready to handle customer queries, complaints, and feedback with professionalism and efficiency, ensuring a positive customer experience at every touchpoint.
Course Duration:
- 5 Days
Target Audience:
- Customer Service Representatives
- Social Media Managers
- Digital Customer Care Teams
- Call Center Professionals
- E-commerce and Online Service Providers
Personal Impact:
- Master customer interaction in digital environments.
- Enhance communication skills for managing online inquiries and complaints.
- Gain confidence in delivering high-quality service across digital platforms.
- Improve your ability to resolve issues quickly and efficiently in real-time.
Organizational Impact:
- Boost customer satisfaction through superior digital service.
- Strengthen the company’s online presence and customer engagement.
- Increase customer retention by offering fast and reliable support in digital channels.
- Enhance overall operational efficiency by integrating digital customer service strategies.
Course Level:
Course Objectives:
- Understand the unique challenges and opportunities of customer service in digital channels.
- Learn best practices for managing customer interactions via chat, social media, and email.
- Develop skills to handle complaints and resolve issues in real-time.
- Explore tools and technologies that support digital customer service efforts.
- Learn to create and maintain a consistent tone and voice across all digital channels.
Course Outline:
Module 1: Introduction to Digital Customer Service
- Key Topics:
- The Role of Digital Channels in Modern Customer Service
- Understanding Customer Expectations in Digital Communication
- Adapting Traditional Customer Service Approaches for Digital Platforms
- Case Study: Successful digital customer service strategies in leading brands
- Activity: Group discussion on the challenges of managing customer service in digital channels
Module 2: Managing Customer Interactions via Live Chat
- Key Topics:
- Live Chat Best Practices for Effective Communication
- Handling Multiple Chats Simultaneously
- Providing Real-Time Solutions to Customer Issues
- Real-Life Project: Designing a live chat workflow for a customer service team
- Activity: Role-play exercises on resolving customer issues via live chat
Module 3: Customer Service on Social Media
- Key Topics:
- Responding to Customer Queries and Complaints on Social Media
- Managing Brand Reputation in Public Forums
- Turning Social Media Engagements into Positive Customer Experiences
- Case Study: Handling customer feedback and crises on social media platforms
- Activity: Group exercise on crafting responses to real-life social media customer interactions
Module 4: Digital Tools and Technologies for Customer Service
- Key Topics:
- Exploring Customer Service Software and Tools for Digital Channels
- Automation, AI, and Chatbots: Enhancing Efficiency in Digital Support
- Data Analytics and Tracking Customer Interactions
- Real-Life Project: Implementing a digital customer service tool for a mock business
- Activity: Workshop on using AI-powered chatbots to support customer service
Module 5: Measuring and Improving Customer Experience in Digital Channels
- Key Topics:
- Key Performance Indicators (KPIs) for Digital Customer Service
- Gathering and Analyzing Customer Feedback in Digital Interactions
- Continuously Improving Digital Customer Service Practices
- Case Study: How top companies measure and improve digital customer service performance
- Activity: Develop a strategy for measuring customer satisfaction across digital channels
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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