Social Customer Service Management Course

The image of an organization is only as good as the image of its frontline. What does your front office say about your company? Any organization that strives for excellence, distinction, and success, must ensure that there is an 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 organization 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 the front office adds real-time/bottom line value by implementing and managing online/social media marketing right from the front office.

Target Competencies

• Customer orientation
• Emotional control
• Empathic outlook
• Flexibility
• People reading
• Self-confidence
• Social media management

Module One

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

Module Two

•  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 Three

• 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 Four

• 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