A customer is an integral part of an organization. We have often heard statements like “Customer is King” and “Customer is always right”. These show us that in these times that customers are really important and critical to run the business. 

Any organization selling a product or a service is always selling to the end customer, the real key is to form that relationship and retain them. Customer service has been a crucial competency in organizations, these days, where each one is looking to enhance their skills of how we impress the customer and make them feel special.

Evolution in business has made customer service skills a leading differentiator as the lifestyle of people keeps changing and customers are looking for that extra and comfort. Earlier, we had customers being satisfied and content with the product, however   today they want to look at the appeal, the style, the mannerisms, and the extra that they can get. It is the “Service” that acts as the differentiator here.

Customer service is about having the basic fundamentals of respect, listening, genuine interest, empathy, and showing sincere appreciation. It is the right moment to take the skills to the next level and cultivate our personality where you can convert your customers and keep them in the business. Imagine, how would it be, when a customer is your customer for life and says that he would purchase the product or service only from you? Would it be absolutely fantastic? This program will make you do just that. It is about developing your relationship with the customer and going the extra mile.

This program equips you to work on your skill to listen to the customer’s needs, what they require and how to address their pain areas and thereby increase the customer satisfaction index. This program is up-skilling yourself and going that extra mile to work with the customer. Upon completing this E-Commerce Customer Service Training Program successfully, participants will be able to:

• Be equipped to understand the customer using a customer-focused approach
• Recognize the importance of customer service and the values required for it
• Be a proactive listener, apply the listening skills and empathize with the customer
• Interact with the customer using effective communication skills
• Ask questions using the Questioning Model
• Understand the customer expectations and work towards exceeding them
• Work on their body language and gestures in order to showcase a professional approach

This collaborative E-Commerce Customer Service Training Program will comprise of the following training methods :

• Presentations
• Roleplays
• Group Discussions
• Lectures & Seminar Method
• Assignments
• Activities
• Polls
• Surveys
• Question and answer score

An individual can benefit from this program in various ways only out of their willingness and participation. Individuals who participate in this E-Commerce Customer Service Training Program can gain from it in the following ways:

• Know who the customer is and what do they expect
• Understand how to interact with the customer and make them feel important
• Gain a clear understanding of self-awareness of our personality and the customer’s personality and how we can adapt to serve better
• Get a detailed understanding of communication skills, body language and listening skills to interact with the customer and retain them for life
• Have a reduction in the complaints from customers and focus on customer satisfaction.

Organizations wanting to make their customers feel special and important should look at nominating their employees for this program. Companies who nominate their employees to participate in this Basic Customer Service Program can benefit in the following ways:

• Gain higher customer satisfaction from their consumer/end-user
• Have their employees work on their interpersonal skills
• Employees will focus on a more professional approach to interact with the customer
• Reduction in complaints from the customer
• The organization will be known for going the extra mile to support the customer

• Participants who already have a business
• Participants who do not have a business, but want to learn how to use a mobile phone for transactions
• Participants who do not have a business, but want to learn how to create e-commerce
• People who want to increase their competitiveness in the digital era.

Module 1. Introduction to Customer Service

Module 2. Skill for Customer Services E-Commerce

Module 3. Social Media Customer Service

Module 4. The Most Important Social Media Websites

Module 5. Social Media Engagement

Module 6. The Most Important Social Media Websites

Module 7. Build Rapport and connect with your customer

Module 8. Customer Service Principles

Module 9. Create Trust Credibility & Respect

Module 10. Build the Right Attitude

Module 11. Develop Empathy

Module 12. Dealing with Customers complaints

Module 13. Handling Customer Complaints