This learning path is for everyone representing your organization. There are new expectations of digital customers. This path will help you meet those expectations by being proactive and offering a seamless multi-channel experience in real time.
There are new rules and higher expectations. Customers want to feel heard, see change and have their issues addressed in an extremely timely fashion. In order to improve your customer service strategies in these changing times, you must transform your business practices to meet your clients where they are. The following activities detail precisely how to begin this process.
Professional problem solving is not new, however, it is a mandated requirement in the digital age. Your clients expect you to utilize Critical Business Thinking when addressing their concerns as opposed to cookie cutter responses. The following activities provide the basic rules to ensure your team or staff is able to meet the needs of your savvy customers.
Social Media can be used to not only keep your organization relevant but also to keep your doors open. When a customer leaves a scathing online review or comment within your social media you must respond to them publically. Customers are able to witness the process your company employs to solve other's issues and they often make decisions on whether or not they also want to engage with your organization.