I'm looking for a UK based customer service course on behalf of a client. Specifically I want it to cover managing/responding to online reviews (do not copy and paste a standard answer, do not escalate things when a simple answer would do, understand what annoys potential customers, collating repeat complaints and dealing with them, etc) and customer services via social media (where possible loosen up a bit and speak like a human being my primary message, with speed of response second).
The customer service team are all nice guys and know their stuff but not especially online savvy. If necessary we can deliver a 'this is online' style course internally, but there must be someone out there delivering a good course who has both the CS and online expertise?
Any recommendations?
Add me to the very interested in this list too!
Would suggest looking at econsultancy. This sounds up their street. If they don't have a course running, they may create something for you.
You'd imagine there to be demand for this sort of thing.
.. and if anyone finds a suitable course, can they send to the details to 'every bloody hosting company and domain registrar I have ever dealt with' .. all of whom seem to employ only those people who failed the job interview for the position of 'trolley boy' at Lidl.
we've come up with four people who look likely to be able to deliver a tailored one in-house, although none of them seem quite right out of the box.
http://www.cim.co.uk/tandq/training/courses/0745.aspx
http://www.brainfoodextra.com/customer-strategy-services
There's not much of a mention of social customer care on these guys website, but their CEO, Carolyn, seems to pop up on a lot of the articles about social customer care:
http://www.real-results.co.uk/index.html
And this guy primarily because his 'about' page is, well, very much about him. Clearly believes in an open book strategy!
http://www.joepelissier.co.uk/customerservicetraining/
I'm just trying to get approval to talk customised courses with the first couple, initially. if there would be a general interest then possibly we could avoid the in-house option and just get them to run it for a broader audience. Would bring my costs down I'm sure :)
I am surprised there is not something out there pre packaged as this could easily be general and suit most business customer service teams. How much do you think businesses would be willing to pay for this a) unbranded b) branded. If we get some interest pre development I may be able to make this happen and also incorporate input from you guys on content. Further customisation is just then edited in as an additional service.
How do you see this as interactive elearning or simple video instruction?
for these clients, it needs to be a proper human in the room course. And delivered by a customer service expert rather than an online expert, as I need them to understand this isn't just 'the online people' being silly, but core to customer services in the digital age.
I think for other clients, and internal training, a series of videos would work really nicely though. e-learning tends to fail unless you have very motivated people or get a nice certificate at the end, in my experience.
Quote from: Gurtie on May 19, 2012, 06:37:59 PM
for these clients, it needs to be a proper human in the room course. And delivered by a customer service expert rather than an online expert, as I need them to understand this isn't just 'the online people' being silly, but core to customer services in the digital age.
Lol, I hear you, yes I thought you had a digital solution in mind, sorry can't help there.
Quote from: Gurtie on May 19, 2012, 06:37:59 PM
I think for other clients, and internal training, a series of videos would work really nicely though. e-learning tends to fail unless you have very motivated people or get a nice certificate at the end, in my experience.
Yes I agree, an interactive elearning online customer service package would probably be the best approach rather than just instructive video, with the option for additional customisation and certification/reward at the end dependent on the company. If demand is there its certainly something we could produce and package out for resale.
wow this was a long time ago.... anyhow, I'm now actively speaking to a couple of people so will let you know how it pans out - I'm looking for a personalised course now to address this specific clients challenges, but the core stuff would apply across nearly every type of business.