02_WB_SIRXCEG006_V1a.22

02_WB_SIRXCEG006_V1a.22

SIRXCEG006

PROVIDE ONLINE CUSTOMER SERVICE

WORKBOOK

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CONTENTS

Using digital communication tools to communicate with customers online, according to organisational online customer service standards and procedures Communicating with customers online using appropriate communication styles and within designated response times.

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Using the correct spelling and grammar when communicating with customers in written form.

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1.4 Identifying and taking the opportunities to improve customer experience within scope of own responsibility 1.5 Promoting the customer loyalty and repeat business when communicating with customer online. 1.7 Monitoring the customer demand for products and services and inform relevant personnel to ensure customer needs are met.

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1.8 Recording customer interactions and feedback according to organisational policies and procedures.

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1.9 Making suggestions to improve customer service standards and procedures.

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CONTENTS

2.1 Identifying customer difficulties and provide required support.

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2.2 Identifying customer dissatisfaction and taking action to avoid escalation. 2.3 Following the organisational online customer service standards and procedures to respond to customer complaints.

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2.4 Referring complex customer complaints to relevant personnel for action.

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2.5 Maintaining a professional manner during online customer interactions.

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3.1 Identifying the reasons for refunds and exchanges and offering a replacement or alternative product or solution to maximise sales opportunities.

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3.2 Processing online refunds and exchanges according to organisational policies and procedures

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ELEMENT 01 Communicate with customers online

Performance Criteria

This learning guide will equip you with the necessary skills and information to:

1. Communicate with customers online. 2. Respond to customer difficulties online. 3. Process online refunds and exchanges.

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WHAT WILL I LEARN?

In this chapter, you will learn about the following: 1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures. 2. Communicate with customers online using appropriate communication styles and wi thin des ignated response times. 3. Use correct spelling and grammar when communicating with customers in written form. 4. Identify and take opportunities to improve customer experience within scope of own responsibility. 5. Promote customer loyalty and repeat business when communicating with customers online. 6. Request referrals, ratings and usergenerated content from customers. 7. Moni tor customer demand for products and services and inform relevant personnel to ensure customer needs are met. 8. Record customer interactions and feedback according to organisational policies and procedures.

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Digital Communication Digital communication forms the basis for a company’s online communication strategies. Most businesses use a variety of online channels, such as websites, blogs and online social media pages to connect with, and deliver experiences for, their current and prospective customers. As consumers are devoting much of their time virtually, it is necessary for retail businesses in particular to think ahead, and plan to be an active presence in the spaces where their customers and prospective customers are looking. Any company or business that struggles to communicate and adapt to the customer’s needs risks losing them. How Digital Communication Tools Improve Business Productivity The main focus of any retail business should always be on getting the best sales results and increasing productivity to achieve the highest revenue margin. There are several benefits and advantages that using digital communication tools can bring to your business. Using digital communication tools to communicate with customers online, according to organisational onlinecustomer service standards and procedures. A. Sharing Content Content sharing is one of the most basic communication tools and it is one of the most crucial. It includes the tactical dissemination or sharing of webpage and blog content, through relevant social media, such as Twitter, LinkedIn, and Google Plus. By sharing content our intention is to create customer engagement and referral traffic. File sharing within a team is also valuable. For instance, a team member can be working on a particular part of a job, and decide to share the improvement, progress, suggestions and comments with the rest of the team, and, when appropriate, with a broader customer audience. B. Messaging Instant messaging appl icat ions enable employees to talk with each other in real time across the entire workforce, something that delivers a huge productivity boost. Everything is done faster, more dependably, more cohesively, and in a consistent manner. C. Knowledge Sharing Digital communication tools improve communication and knowledge sharing within a workplace. Itenables employees to communicate effectively with each other, even if they are not overly confident in their verbal communication skills. It allows them to bring about the best results for the business. Knowledge sharing can be achieved using a wide variety of digital communication tools like email, instant messaging and video conferencing.

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D. Reduce travel expenses Connecting team members from different locations, or from several locations in a single workplace, using digital communication tools, can reduce the need to spend money on expensive and strenuous travel. By conducting online meetings, webinars or similar en- deavors, all while sitting in front of a computer or tablet, individuals and teams can in- crease efficiency and save money. E. Increase connectivity with your customers Problems arise when businesses focus on corporate development rather than concentrating on the needs of their customers. Using digital communication tools businesses can provide direct access for customers, to any service they require. Aside from allowing the company to increase productivity, it also helps them lower the company’s costs. F. Idea Management Generating ideas can be difficult. Digital communication tools allow the team members to chat and share their ideas, using team brainstorming in pursuit of the highest quality results as swiftly as possible. G. Encourages innovation Using digital communication tools and continuing dialogue with the team members, they can create new technologies and ideas that will the company more productive. Digital Communication Tools A. Remote storage Remote storage is also referred to as ‘the cloud’. ‘The cloud’ is a space where you can transfer and save all your documents remotely, without having to store them physically on a hard drive. The advantages are substantial for any business. The main benefit is that you can store all of your files in one location, and access them remotely from anywhere in the world. 1. Dropbox Advantages • Suitable for any sized organization. • Huge >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page 64 Page 65 Page 66 Page 67 Page 68 Page 69 Page 70 Page 71 Page 72 Page 73 Page 74 Page 75 Page 76 Page 77 Page 78 Page 79 Page 80 Page 81 Page 82 Page 83 Page 84 Page 85 Page 86 Page 87 Page 88 Page 89 Page 90 Page 91 Page 92 Page 93 Page 94 Page 95 Page 96

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