SOCIAL CUSTOMER SERVICE MANAGEMENT

Start
18/10/2019 10:00 AM
End
19/10/2019 4:00 PM
Address
The Professional Place 12B, Olumoroti Street, Gbagada Phase2, Gbagada, Lagos   View map
Phone
07034854045

75,000.00

COURSE COVERAGE

INTRODUCTION

The image of an organisation is only as good as the image of its frontliners. 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

Course Outline

 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 4
  • 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

Duration:  2 days

Class Session : 10:00am – 4:00pm each day including Breakfast and Lunch time

Customize Your Training

This training is currently available as residential/in-house option. If you prefer us to customize or have this training in-house at your location, kindly send your request via e-mail to:training@mctimothyassociates.com

Please Note

Mctimothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases delegate(s) will be registered for the next run of the Course.


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