Engaging With Customers Online
Topics Covered in Course
- Real-world scenarios from online customers
- Expectations of an online customer
- Being accessible
- How to truly listen
- Building loyalty online
- Writing what you mean
- Creating the proper customer email
- Cross-cultural etiquette
- Professionalism online
- Worksheet: Online Customer Expectations
- Worksheet: Being Accessible
- Worksheet: Writing What You Mean
- Worksheet: Cross-cultural Etiquette
Detailed Course Description
Customers, who only a few years ago were leery of conducting business over the internet, now do so with extreme ease. Customers find it simple and convenient to do business online, as long as they feel the company is reputable.
When conducting business online, communication requires other types of skill sets. Communication, primarily handled through email, is a great way to formulate thoughts, but special care must be taken to ensure that what is written is what is meant. Learning to write well by formulating your thoughts clearly and conveying the correct message is the most important skill for online customer service professionals.
This course will teach customer service professionals how to interact with customers online to ensure they understand what an online customer expects from an organization and the techniques to make that journey successful.
This course is SCIP Endorsed and part of SCIP On Demand Certification
SCIP certification is part of your subscription cost. You can get certified in none, one, or all SME roadmaps offered by VoiceoftheBusiness Academy.
Obtain your Course Completion Document
You must have an active paid subscription, which will be validated, and successfully pass the online test, for you to obtain a Course Completion Document. Collect the specific Course Completion Documents for any given SME roadmap. When all are obtained for a given SME roadmap, submit those documents to MWinter@scip.org in one email and they will issue you a Subject Matter Expert certificate (the Course Completion Documents prove you took the course and passed the online test).
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