Social Customer Care

Module 1:

Introduction to Social Customer Service

• Definition of customer service

• Creating effective social customer service

• Service dimensions

• Addressing Customer needs

• The benefits of providing excellent customer service

• How to use customer service to promote customer loyalty

• Case study: The best and worst customer service providers

• The WOW Factor: Going the extra mile…and then some!

• The importance of managing internal and external customer expectations

• First impressions: What do your customers see and hear?

Module 2:

Digital and Customer Behaviors

• Customer Personalities and Profiles.

• Suggested responses.

• Six personalities that lead to conflict and how to deal with them

• Understanding and working with different customer styles

• Practical exercise: What is your personality type?

• Practical exercise: How do you act on social media?

Module 3:

Communicating the Customer Service Message

• How well does your organization communicate the importance of customer service?

• Understanding your customer’s communication

• Tips for building trust and rapport quickly

• What is your preferred learning style?

• Developing your active communication skills

• Use questioning techniques to identify a customer’s expectations and service requirements

• The dos and don’ts of written communication

• Social Media and customer expectations

Module 4:

Communication Skills

• Effective communication with customers

• Definition of communication

• Communication goals

• Communication as a critical success factor

• Communication with customers

• Characteristics of a good communications

• Live Chat and Chatbot

Module 5:

Handling Customers

• Owning & Managing the Front Desk

• Receiving & Handling Customers

• Managing Difficult Customers

• Developing Telephone Etiquette

• Professional Attitude & Behavior

• Poise, Appearance & Comportment Emotional Intelligence/Self Awareness

• Elocution & Diction

• Toxic Traits to Avoid

Module 6:

Customer Service Satisfaction Requirements

• What do your customers expect from you?

• Going the Extra Mile to Exceed Expectations

• Your Attitude makes a Difference

• Measuring and Monitoring Customer Satisfaction

• Empowering Employees to Better Serve their customers

• Customer Service Satisfaction Survey

• The Importance of Customer Complaints and Why they should be encouraged

• The Impact of social media on Customer Service Complaints

• The Role of the Supervisor in Conflict Resolution

• Techniques for Managing Emotions

• Strategies to Help Calm Upset Customers

• Service Recovery Strategies for Working with Difficult Customers