Social Customer Service Management

 The image of an organisation is only as good as the image of its front
 liners. What does your front office says about your company? Any
 organisation that strives for excellence, distinction and success, must
 ensure that there is apt projection of the company at the front desk as well as on the social media which today is the first point of customer contact with your business.
 This programme equips the front desk officer with the savvy and panache
 required to create the right impression for the organisation with your
 customer/guests.

 People involved in communicating with customers will find this workshop
 enhances their skills and confidence in handling customer interactions.
 The workshop will enable participants to increase their effectiveness in
 projecting a professional image, relationship building, information
 exchange, active listening, complaints handling, and generating greater
 customer satisfaction and loyalty. The course also looks at and implement how front office add real time/bottom line value by implementing and managing online/social media marketing right from the front office.

 Target Competencies
 
 Communication skills with customers
 Customer orientation
 Emotional control
 Empathic outlook
 Flexibility
 People reading
 Self-confidence
Social medial management

Module 1:
 The Front Office: Owning & Managing the Front Desk
 Receiving & Handling Customers
 Managing Difficult Customers
 Developing Telephone Etiquette
 Professional Attitude & Behaviour
 Poise, Appearance & Comportment
 Emotional Intelligence/Self Awareness
 Elocution & Diction
 Toxic Traits to Avoid

 Module 2:
 Introduction to Customer Service
 Definition of customer service
 Service dimensions
 Addressing Customer needs
 A profile of Different Customer Personalities
 Dealing with Difficult people and difficult behavior
 Characteristics of difficult people
 Suggested responses
 Six personalities that lead to conflict and how to deal with them
 Module 3:
 Effective communication with customers
 Definition of communication
 Communication goals
 Communication as a critical success factor
 Communication with customers
 Reading the body language of customers
 Characteristics of a good listener
 Behaviors that block listening
 How to be an active listener

Module 3

Digital marketing overview and scope

• Digital marketing versus traditional marketing
• B2B and B2C most ideal platforms:
• Facebook
• Twitter
• LinkedIn
• Business blogging   
• Auditing your website
• The seven step digital marketing plan
• Organizing your digital marketing calendar