Digital Customer Service Management

Overview

Social networks and digital channels have changed customer behaviours, raising their expectations dramatically. They want to have conversations with brands via social networks, instant messaging and chat apps and expect fast and effective resolutions to their issues. Consequently, time and effort have become the two main drivers by which customers measure a brand’s ability to deliver great… or bad experiences. Service is indeed the new battlefield on which customer loyalty needs to be won. For brands, this is a challenge but also a unique opportunity to transform customer service from an after-sales unit into a profit centre. In fact, by delivering outstanding experiences, brands can stand out from their competitors without the need to lower prices. The key is to seamlessly integrate digital channels while properly training staff members, which implies handling a set of processes and disciplines known as digital customer service. Although more and more brands are investing in it, those that have been successful have been able to consistently measure and control every step of this digital itinerary. This executive course will enable you to smoothly manage this crucial transformation of your customer service and, ultimately, of your whole business.

Objectives

This course will  build and train ‘Digital Customer Service Managers’—brand new professionals with the digital skills needed to transform customer service from a cost a to profit centre within their organizations.

Main operational goals:

• Increasing customer loyalty and advocacy
• Gaining customer productivity from customer service staff
• Taking advantage of digital channels to lower the average cost per interaction

Implementation:

Seamlessly integrating digital channels (social networks, apps and chats) into customer service/call-centres

Recipients

The course is aimed at those who wish to acquire a specific competency in digital customer service management:

• Customer service/call-centre managers or supervising directors
• Digital Marketing Managers
• Graduates in communication sciences, marketing, and public relations interested in acquiring specific skills to successfully integrate social networks and apps into customer service

Contents

Teaching methods

In line with the Rome Business School’s general approach and the best international standards, the course is designed with the aim of providing excellent training with an emphasis to its concrete application in the job, professional and company markets.

The teacher of this course, Paolo Fabrizio, is a customer service pioneer. In the ’90s he took part at the start-up of the first online insurance company in Italy. In 2013 he launched SocialMediaScrum.com, the leading digital customer service blog / podcast. Consultant, trainer and author, in 2015 he wrote the first italian book on Social Customer Service. Keynote speaker at customer service events in Italy and abroad.

The course involves both mainly one way teaching phases – to accurately transfer the reference conceptual models – and practical application sessions aimed at developing your operational and management capabilities.

Your progress in the subjects taught will be tested and consolidated through exercises related to actual managerial cases.

Modes of attendance

This course can be attended in three ways:

• On campus
• On line, via a cutting-edge web platform
• In house, i.e. at your workplace

Benefits

Whichever way you choose to take the course, you will receive:

CERTIFICATE

At the end of the course, you will be presented with a named participation certificate.

HIGH QUALITY LECTURES

Our teachers are renowned trainers and managers who come from a multitude of operational and professional environments. They are therefore able to bring a wealth of up to date experience and competency.

LEARNING MATERIALS

All participants in this course will be provided with a wealth of documentation, including slide presentations, case studies and exercises.

CAREER-SERVICE

If you wish, participation in this course will entitle you to:

Having your CV inserted in the Rome Business School database and distributed to companies, organizations and head hunters of the Rome Business School’s international network;

The review and editing of your CV;

Support in managing your job interviews.

REGISTRATION IN THE ROME BUSINESS SCHOOL ALUMNI ASSOCIATION

Participation in the Master’s course entitles you to be enrolled in the Rome Business School Alumni Association, the international network through which students of the Rome Business School can share ideas, experiences and projects.