Program: Digital Customer Service
Today's customers know more and expect more. The ability to provide a professional social customer experience is key for many centers. Equipped with the power of words, agents will learn how to communicate with customers without relying on face-to-face or vocal techniques - to deliver a truly coherent social customer experience.
Digital Customer Service includes the following courses:
1. Introduction to Social Customer Service
The Essential Introduction
Platforms such as Facebook and Twitter are becoming increasingly valid and unavoidable channels through which customers expect to solicit and receive customer service. This course introduces social media as a recognized customer service channel, and explores the complete life-cycle of digital agents and customers, respectively.
2. Handling Digital Customers
Essential Skills for Contact Center Agents
Customers’ expectations of a professional service experience are evolving rapidly, as the growth of social media channels such as Facebook, Twitter, and Instagram continues. This course equips agents with the essential skills and knowledge required to handle customers effectively online, and explores best practices for ensuring a first-class service experience throughout every interaction.
3. Key Social Media Channels
An Overview for Customer Service Agents
Nowadays, customers are turning to channels such as Facebook, Twitter, and Instagram to engage with brands and share their feedback. This course looks at the key features of three key social media channels, explores best practices for terminology and etiquette, and demonstrates how to respond effectively to posts, tweets, mentions and so forth.
Mastery Certification: Digital Customer Service
After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.
The Digital Customer Service program is designed by call center experts to provide a practical and engaging learning experience. Start today.