In a traditional brick-and-mortar office setting, if a customer needs help, he or she can look around and find someone. In e-business, obviously, that’s not an option.

So how can you provide excellent customer service online as a part of your entire customer service strategy?

The internet and the rapid growth of social media mean that rumour, opinion and bad news can spread fast. Negative comments and media coverage affects our perceptions of brands and businesses, can damage advertising, sales and share prices.
Customers are any organization’s best assets. The Internet is all about empowerment.

An effective Internet strategy for customer service and reputation management will go a long way in determining the strength of your brand. Superior online customer service and reputation management has emerged as a key and – in many cases – the only means for businesses to differentiate themselves from the competition..

Topics Covered

• Automating your customer service and technical support and Implementing an intelligent Knowledgebase
• Online tools to streamline your web based customer service processes
• Outsourcing your online customer service, advantages and shortcomings of Online Customer Service
• How do you handle feedbacks? – How to audit, monitor and measure the online environment – what is being said about your brand/organisation/industry/you and who are the influencers and their networks
• The importance of planning – develop a rapid response reputation team – roles and responsibilities – messaging and mediums
• Legal guidelines and when it is appropriate to seek legal advice

Benefits to your organisation

This effective 2 day course, led by an experienced Internet customer service business professional, provides detailed information on the various practical strategies on how to provide meaningful customer service via tools such as Interactive chats, setting web based service level agreements, defining intelligent Frequently Asked Questions to ensure that customers get the information they want within a click.

Delegates will understand the importance of customer service on your web site and how to better achieve customer sourcing and retention targets.

The course will also explore tools and techniques available to monitor brand, corporate and personal reputations online. It provides advice on fostering positive online brand reputation and how to plan for and deal with online brand attack and negative comments using case studies.

Who is this course for?

• Customer Service Managers
• Marketing Managers
• Operations Managers
• Public Relations Managers
• IT Managers
• Brand Operations Managers
• Business Managers
• Web Administrators

At the end of this course, delegates will be able to:

Define and implement customer service strategies on their websites to ensure increased service capacity, decrease inbound email, increase customer satisfaction, reduce cost and increase revenue.