Description
Digital channels have become a reality in the world of customer relations and customers are increasingly using these media to communicate quickly with their suppliers. Demanding customers, for whom the web relationship is an essential component of their customer experience. This training in digital customer relations for web advisors provides you with the essential practices to understand the connected customer, communicate and interact effectively with them, and convey a good image of your company on the web.
Who is this training for ?
For whom ?Web advisor. / Webmarketer. Any employee in charge of customer relations on social networks.
Prerequisites
- This training requires mastering the basics of grammar and spelling.
Training objectives
Training program
- Before the face-to-face
- Un diagnostic.
- Understanding the expectations of the connected customer
- The connected customer and their purchasing journey.
- Customer typologies.
- Distinguishing between synchronous and asynchronous communication.
- Communicate in writing with the connected customer
- Make yourself understood.
- Take your recipient into account.
- Use dynamic sentences and expressions.
- Learn to be clear, short and concise.
- Respect the codes of each channel.
- Lead the exchange online
- Analyze the customer's request.
- Clarify without irritating the customer.
- Know how to rephrase simply.
- Finalize the exchange and finish on a positive note.
- Obtain customer feedback on their response.
- Prevent and manage delicate situations
- Quickly identify the risk of conflict or litigation.
- Adapt your response to the level of urgency.
- 'Listen' to the irritated customer.
- Provide an appropriate response in substance and form.
- Reply to a complaint on Twitter, Facebook.
- After face-to-face, implementation in a work situation
- A strengthening program: "One challenge per week for 7 weeks" and an e-learning module: "Respond to a customer request by email or chat".
