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BETTER CUSTOMER SERVICE DELIVERED ONLINE

Customer service isn’t just a smile and a”how may I help you?” It’s now a sophisticated combination of online and real world interactions.
About this Event
Level: Beginner

Date/Time:

Monday, 8 March 2021

WA: 02:00 PM to 03:00 PM (AWST)

NT: 03:30 PM to 04:30 PM (ACST)

QLD: 04:00 PM to 05:00 PM (AEST)

It’s ironic that a hotel that has won awards for its digital marketing and social media presence has unanswered Facebook messages from over 6 months ago. Yet this is what is happening with many traditional businesses that have failed to transition to a world where email, social media and messaging are the default way that 64% of the population are wanting to communicate with businesses.

There are simple ways to stay on top of your customer enquiries and feedback that don’t become a huge burden, as long as you get systematic about it.

In this webinar full of actionable ideas to stay better connected with your customers, you will learn:

The best practices for responding to enquiries online
How to have crucial conversations online with customers
When to automate, and when to intervene
The things that escalate and de-escalate customers
Understanding the customer journey and how it affects their
This workshop is brought to you by Business Station and AusIndustry under the ASBAS Digital Solutions Program

ABOUT THE PRESENTER

Dante St James is a Lead Trainer, accredited Marketing Science Professional, Digital Marketing Associate, certified Media Planner and Media Buyer with Facebook Australia & New Zealand. He is also a Training Partner for Google’s Digital Springboard, the Australian Government’s BeConnected program and the Australian Cyber Security Centre’s Stay Safe Online program. His background in digital technology, the media and owning his own small businesses has led to an approach that takes in the best practices from the world’s leading marketers, condensing the most relevant information into bite-sized pieces to help small businesses move forward without all the techno-jargon.

#customers #customerservice #cx

Important – Participating businesses must be aware that this information will be provided to the Commonwealth Department of Industry, Science, Energy and Resources for program evaluation and reporting purposes; and businesses may be approached by a representative from the Department to complete a survey on the services provided.

PLEASE NOTE: To register for this event you must be a business (0-19 employees) and provide your ABN.